framer
Ticket Intelligence

Every ticket, triaged in 400ms.

Intent, sentiment, priority, category, language, customer tier — inferred and applied the moment a ticket lands, on every channel.

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Capabilities

Everything you need, nothing you don't.

Multi‑label taxonomy
Auto‑tag against your taxonomy — or let us learn it from your history.
Priority scoring
Combines urgency, blast radius, contract tier and sentiment into one score.
Skill‑based routing
Route to the right team, agent or workflow, with follow‑the‑sun handoff.
Duplicate detection
Merge related tickets automatically — no more parallel conversations.
SLA protection
Predicts breach risk and escalates before the clock runs out.
Root‑cause insights
Cluster tickets by cause to feed product and engineering roadmaps.
Interface

Real‑time triage on every channel.

Watch tickets flow into the right queue with the right context, before any human touches them.

#48291Urgent
2m
Refund not processed for order #48291
Hi — I returned the item on Tuesday and still haven't received my refund. Order was placed on the 12th.
EM
Emma Reyes
Gold customer · 3y
billing
AI Analysis0.42s
IntentRefund status
SentimentFrustrated
PriorityHigh
LanguageEnglish (US)
CategoryBilling → Refunds
Live queue
All channels · 42 open
Payment failed on checkout
Sofia B. · billing
billing1m
SSO login failing on Okta
Ravi K. · auth
auth3m
Shipping delayed to Berlin
Lena F. · logistics
logistics8m
Can I switch to annual billing?
Marcus O. · billing
billing12m
Export CSV missing timezone
Yui T. · product
product22m
Where do I find invoices?
Amir S. · billing
billing31m
Why teams love it

Outcomes, not outputs.

01
94% routing accuracy
Fewer reassignments, faster resolutions, happier agents.
02
0 missed SLAs
Proactive escalation keeps enterprise contracts safe.
03
Cluster insights
Ship product fixes for the tickets that keep coming back.
04
Fits your taxonomy
No re‑labeling projects. Learns from your existing history.
Inside Ticket Intelligence

Every ticket, read, ranked, and routed.

The moment a ticket lands, Framer classifies it across 40+ dimensions and routes it to the fastest path to resolution.

  1. STEP 01
    Unified ingestion

    Email, chat, voice, social, in‑app, and API — every channel lands in a single normalized queue with full context attached.

    • 20+ channels
    • Attachment OCR + STT
    • Idempotent de‑duplication
  2. STEP 02
    40‑dimension classification

    Intent, product area, sentiment, urgency, VIP status, refund risk, churn signal — assigned in under 200ms with a confidence score.

    • Learns your existing taxonomy
    • Multi‑label, not multi‑class
    • Overrides feed training
  3. STEP 03
    Priority scoring

    SLA risk, customer LTV, churn risk, and topic velocity combine into a single, transparent priority score you can tune.

    • Weight sliders per segment
    • Real‑time SLA countdown
    • Explainable score breakdown
  4. STEP 04
    Smart routing

    Skill, region, timezone, language and current load rebalance the queue continuously so nothing sits idle.

    • Dynamic load balancing
    • Follow‑the‑sun coverage
    • Auto‑failover on absence
  5. STEP 05
    Escalation & audit

    High‑risk tickets escalate to the right owner with full context. Every routing decision is versioned and reviewable.

    • Configurable escalation matrix
    • Slack / PagerDuty hooks
    • Full audit trail per ticket
Workflow diagram
1Ingest2Classify3Prioritize4Route5Escalate
Avg. setup
3 weeks
SLA
99.99%
Regions
12
FAQ

Answers, before you ask.

How long to train on our taxonomy?+

Cold start with our universal taxonomy on day one. Custom fine‑tuning on your data ships within 48 hours.

Does it work with our helpdesk?+

Yes — deploys as a webhook, connector or native app inside Zendesk, Intercom, Freshdesk, Front, and more.

How are false positives handled?+

Every classification is versioned. Agents can override, and overrides feed continuous learning.

Give your support team an unfair advantage.

Buy 50 credits. Deploy in a day. Measure lift in your first week.

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