A tier-1 to tier-3 help desk for SaaS support teams handling bug reports, billing questions, account access, and how-to inquiries in Taskade.
What's Included
- Ticket Queue: Board view with columns for New, Triaging, In Progress, Waiting on Customer, and Resolved
- Customer Database: Table view with contact, plan tier, MRR, last login, and full ticket history
- AI Triage Agent: Custom agent classifies each ticket as bug, billing, or how-to — routes to the right tier and drafts a reply in your support voice
- Self-Updating KB: When a ticket resolves, the agent extracts the fix and proposes a knowledge-base article for editor approval
- CSAT Dashboard: Trend chart by agent, channel, and topic with cohort drill-down
- Email & Slack Sync: Bidirectional sync — replies flow both directions
Why This Template Wins
- Triage in seconds, not minutes: The agent reads the ticket, customer record, and product context — assigns category and tier before a human touches the queue
- Memory across tickets: Past resolutions train the agent — month 3 it answers tier-1 questions in your voice without a human draft
- CSAT cohorts surface real issues: Drill into low-CSAT clusters and the dashboard reveals which feature, plan tier, or onboarding step is hurting
How to Use
- Clone this template into your Taskade workspace
- Customize ticket categories, tiers, and SLA windows for your product
- Connect your inbox, Slack, and CRM
- Train the AI Triage Agent on past tickets and your support voice
- Set up automation triggers for routing, escalations, and CSAT follow-ups
FAQ
Can the agent handle billing questions safely?
Yes. The agent reads plan and invoice data, drafts a reply, and flags edge cases (refunds, plan changes) for a human to approve before sending. Billing questions never auto-send without review.
Does this work alongside an existing tool like Zendesk?
Yes. Bidirectional sync mirrors tickets in both directions during a migration window, so your team can phase out the old tool without losing history.
What plan supports a 10-agent SaaS support team?
Pro ($10/mo annual) handles a 10-agent team. Business ($25/mo) adds advanced CSAT cohort analytics and audit logs.
CTA
Try this template free in Taskade. For agent setup, see /learn/agents/custom-agents. To generate a custom version from a prompt, try the AI Customer Service Generator. Browse support apps in the Community Gallery.