Answer tickets, or hand them to a person
Support tickets come in many shapes. Some need a help article. Some need a refund. Some need a person who can decide. A flow for them must say which is which.
The first question is about the customer's plan. VIP customers go straight to a person. Everyone else gets a question about the ticket's category.
Each category has one case. A billing ticket goes to the refund flow. A how-to ticket goes to a help article. An account ticket goes to a person.
For a help article, the agent sends the link and asks the customer whether it solved the problem. If the answer is no, the ticket goes to a person.
The flow in one picture
Alpha, private
Try this with early access
Rein is a proof of concept. Syntax and tools can still change. Request early access by email, and tell us which decision flow you want to build.
Related use cases
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