Helpdesk Automation
Five steps to route a ticket. Only one of them needs to think.
Unmeshed handles helpdesk automation end-to-end. A ticket comes in, gets looked up in your CRM, checked against your knowledge base, classified by AI, and routed, with a human only stepping in for the edge cases that actually need judgment. Most of the workflow costs nothing to run.
Trusted by teams at leading organisations
What Changes
Every ticket gets the same five steps. Most of them do not need an AI model to run.
Ingest
A Ticket Comes In, Parsed Before Anything Else
The ticket gets parsed into a clean, structured shape the moment it arrives. This is free, deterministic work; no model needed to pull apart a ticket's basic fields.
- RULE
Parse the incoming ticket into a structured format
- RULE
No AI call yet; this step is pure logic
- RULE
Every ticket gets logged before classification begins
Intake Path
Ticket Received
# ticket_received
Parse Ticket
# parse_ticket
Log Ticket
# log_ticket
Enrichment Path
Parsed Ticket
# parsed_ticket
CRM Lookup
$0# crm_lookup
KB Search
$0# kb_search
Context Attached
# merge_context
Enrich
CRM and Knowledge Base, Both Free
Before anything gets classified, the workflow looks up the customer in your CRM and searches your knowledge base for relevant context. Both are API calls, not model calls, so this enrichment costs nothing to run.
- RULE
Look up the customer and account context in your CRM
- RULE
Search the knowledge base for relevant articles
- RULE
Both steps run as API calls, zero model cost
Classify
The One Step That Actually Costs Something
This is the only step in the whole workflow that calls a model. Intent, urgency, and category get classified here, using the CRM and knowledge base context gathered in the steps before it.
- AI
Classifies intent, urgency, and category from the ticket and its context
- RULE
This is the single paid step in the entire workflow
- RULE
Classification output feeds directly into routing
Classification Path
Ticket + Context
# enriched_ticket
Classify Ticket
AI# classify_ticket
Classification Output
Routing Path
Routing Decision Table
# route_ticket
Queue
# assign_queue
Agent or Team
# assign_agent
Human Review
# edge_case
Route
Assign Based on What Classification Found
Routing and assignment are rule-based, not another model call. A decision table maps classification output to a queue, a team, or a specific agent, and edge cases route to a human with full context attached.
- RULE
Route to the right queue based on classification output
- RULE
Assign to an agent or team automatically for clear cases
- HUMAN
Edge cases route to a person, not back into the general queue
Five steps to route a ticket. Four of them are free. The fifth is the only one that needs to think.
1 of 5 steps
Calls a model; the rest are free logic
CRM and knowledge base
Both zero-cost API calls
Human in the loop
Only for what actually needs judgment
Connects to Your Stack
Works with the helpdesk and CRM you already run.
Inside the Workflow
Four pieces, one workflow.
Parse for free
Structuring a ticket does not need a model, and does not cost one.
Enrich for free
CRM and knowledge base lookups run as API calls, not AI calls.
Classify once
The one step that actually needs a model, isolated from everything else.
Route by rule
Classification output drives routing, not another expensive call.
Why It Holds Up in Production
Built so you can see exactly what each ticket cost to route.
Cost isolated
Only the classification step touches a model; everything else is free.
Context attached
Edge cases reach a human with CRM and knowledge base context already pulled.
Full run history
Every step a ticket went through is logged and readable.
Rule-based routing
Queue and agent assignment stay consistent, not reinvented per ticket.
Frequently asked questions
Still have questions? Talk to us.
See exactly what it costs to route a ticket.
Connect your helpdesk, CRM, and knowledge base, and this workflow handles ingestion, enrichment, classification, and routing automatically.