Overview#
Sidekick can help your support team triage incoming tickets, draft responses, and escalate critical issues — with human review at every step.
Scenario: Ticket triage and response#
Step 1: Connect your support tool#
Connect your support platform via custom MCP or webhook integration. Sidekick receives new tickets as they arrive.
Step 2: Define the triage workflow#
When a new support ticket arrives:
1. Classify severity (critical, high, medium, low) based on
keywords and customer tier
2. For critical tickets: notify #support-urgent in Slack immediately
3. For all tickets: draft a response using our knowledge base
4. Queue the draft for agent review
Step 3: Governance for support#
| Action | Approval |
|---|---|
| Read ticket content | Auto-approve |
| Classify severity | Auto-approve |
| Slack notification (critical) | Auto-approve |
| Draft response | Auto-approve |
| Send response to customer | Require approval |
Step 4: Quality monitoring#
Track these metrics in Observe → Analytics:
| Metric | Target |
|---|---|
| First response time | < 2 hours |
| Draft acceptance rate | > 80% |
| Escalation accuracy | > 95% |
If draft acceptance drops below 80%, review the rejected drafts and update Sidekick's instructions.
warning Always require human approval before sending responses to customers. AI-drafted responses should be reviewed for accuracy and tone.