For the Long Description, paste this into the editor:
The Support Ticket Triage API automatically analyzes incoming customer support tickets and returns structured classification data in JSON format without the need for prompt engineering.
What it returns for every ticket:
Who it's for: Teams building on top of Zendesk, Freshdesk, Intercom, or custom support systems who want to automatically route, prioritize, and respond to tickets without manual triage.
Why use this instead of calling an LLM directly: Consistent schema, reliable JSON output, no prompt maintenance, and per-call pricing that scales with your volume.
Accepts a support ticket as plain text and returns a structured JSON object containing the ticket's category, priority level, customer sentiment, recommended response type, and a one-sentence summary. Optionally accepts a custom list of categories.
Triage Support Ticket - Endpoint Features
| Object | Description |
|---|---|
ticket |
[Required] The raw support ticket text to analyze. Plain text, any length. |
categories |
Optional ptional comma-separated list of custom categories. If omitted, defaults to: billing, technical, account, feature-request, general. |
{"category":"billing","priority":"high","sentiment":"angry","response_type":"duplicate_charge_refund","summary":"Customer was charged twice and requires immediate refund."}
curl --location --request POST 'https://zylalabs.com/api/12394/support+ticket+triage+api/23439/triage+support+ticket?ticket=Required' --header 'Authorization: Bearer YOUR_API_KEY'
| Header | Description |
|---|---|
Authorization
|
[Required] Should be Bearer access_key. See "Your API Access Key" above when you are subscribed. |
No long-term commitment. Upgrade, downgrade, or cancel anytime. Free Trial includes up to 50 requests.
The API returns structured JSON data that includes the category, priority, sentiment, response type, and a summary for each support ticket processed.
The key fields in the response include "category," "priority," "sentiment," "response_type," and "summary," which provide essential insights into the ticket's nature and required actions.
The response data is organized in a JSON object format, with each key representing a specific aspect of the ticket classification, making it easy to parse and utilize programmatically.
The endpoint accepts a plain text support ticket and optionally a custom list of categories to tailor the classification process according to user needs.
Typical use cases include automating ticket routing, prioritizing responses based on urgency, and enhancing customer support efficiency in platforms like Zendesk and Freshdesk.
Data accuracy is maintained through continuous model training and validation processes, ensuring that the classifications reflect real-world scenarios and customer sentiments accurately.
Users can leverage the returned data to automate ticket management workflows, prioritize urgent issues, and tailor responses based on customer sentiment and ticket category.
Users can expect consistent patterns in the response data, such as common categories like "billing" or "technical," and sentiment classifications that help in understanding customer emotions effectively.
Zyla API Hub is like a big store for APIs, where you can find thousands of them all in one place. We also offer dedicated support and real-time monitoring of all APIs. Once you sign up, you can pick and choose which APIs you want to use. Just remember, each API needs its own subscription. But if you subscribe to multiple ones, you'll use the same key for all of them, making things easier for you.
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