Service Desk Ticket Automation (Salesforce · Zendesk · Jira · SAP)
Challenge
Modern support teams live inside Salesforce, Zendesk, Jira, SAP and a dozen side tools. Tickets arrive from email, chat, portals, and internal apps faster than agents can triage them.
Overloaded L1 queues handle password resets, access requests, and repetitive questions manually. Manual triage based on subject lines and free-text descriptions leads to slow SLA response times.
Fragmented channels (email, chat, web forms, internal tools) have no unified logic, causing context switching between Salesforce, Zendesk, Jira, SAP, email and Slack/Teams.
What CLU Did
CLU orchestrates a fleet of specialized AI agents connected to your service tools and data. The Intake & Triage Agent listens to email, chat, web forms, and APIs—detecting intent, urgency, category, and deduplicating similar tickets.
The Routing & SLA Agent applies routing rules, checks entitlements and SLAs by customer/contract, and flags VIP or high-risk tickets. The Knowledge & Resolution Agent searches knowledge bases, past tickets, and runbooks to draft precise answers or resolution steps.
The Workflow & Orchestration Agent triggers actions like resetting access, creating Jira tasks, opening SAP change requests, and follows approval rules. The Quality, Audit & Analytics Agent monitors SLAs, summarizes ticket threads, and generates weekly insights.
Impact
40–60% auto-resolution of L1 tickets (passwords, access, 'how-to' requests)
30–50% faster first response time across channels
20–35% reduction in escalations to higher-tier teams
Significant cost savings by reducing manual triage, copy-paste work, and context switching
Better experience for employees and customers with clear updates and fewer back-and-forth emails
"With CLU Agents, your service desk evolves from 'manually chasing tickets' to an autonomous, cross-system workflow layer—cutting operational costs, accelerating resolutions, and freeing teams to focus on complex problems that truly need humans."