Sentiment-Based SLA Prioritization

What does this mean?

Prevents slow, impersonal support from escalating into churn, negative reviews, and brand damage by ensuring the most sensitive, high‑impact issues are handled first with fast, consistent responses.

How it works?

Intelligently reads and analyzes each incoming ticket from the help desk (e.g., Zendesk, Intercom), categorizes it on a sentiment and severity scale, sets priority, and alerts or escalates to the right people when heightened attention is warranted.

Workflow steps

Step 1: Trigger on new support ticket

The Workflow activates automatically when a new ticket arrives in your help desk—whether from Zendesk, Intercom, or another connected support platform.

Step 2: Analyze sentiment and severity

Cassidy reads the ticket content and assesses the customer's emotional tone and the severity of the issue, categorizing it on a sentiment and impact scale.

Step 3: Set priority and route accordingly

Based on the analysis, the Workflow assigns a priority level to the ticket. High-severity or negative-sentiment tickets are flagged for immediate attention, while lower-priority issues follow standard routing.

Step 4: Alert the right team members

When a ticket warrants heightened attention, the Workflow sends an alert—via Slack, email, or your preferred channel—to notify the appropriate team member or escalate to a manager.

Step 5: Log and update the help desk

The Workflow updates the original ticket with the assigned priority, sentiment tags, and any escalation notes, keeping your help desk organized and giving your team full visibility into high-impact issues.