classifaily reads every inbound ticket, classifies the type, priority, and team - then hands off a structured result your ticketing system can act on automatically. No manual reading. No routing delays.
Every minute an agent spends reading, categorizing, and routing a ticket is a minute not spent resolving it. And the problem scales linearly with ticket volume.
Tickets sit in a shared inbox while agents manually read and route them. High-priority issues get buried under lower-urgency ones because nobody knows the difference yet.
Agents misread intent. Billing tickets go to tech support. Account issues land on the wrong team. Every misroute creates an extra handoff, an apology, and a delayed resolution.
Manual triage headcount grows with ticket volume. Adding agents to sort and route tickets is pure operational overhead with zero customer value delivered.
Customers waiting in unrouted queues don't care why. They just know nobody got back to them fast enough. Triage delays directly translate to lower satisfaction scores.
Via Zendesk trigger, Jira automation, webhook, or direct API call - a new ticket is submitted and your automation fires.
Send the ticket subject and body to the API. Get back a structured label - type, priority, department - with a confidence score, in under 300ms.
Use the returned label to set the ticket's queue, assignee, priority, and tags - all before a human reads a single word. Branch on the result in your workflow or ticketing automation.
Pass the ticket body, reference your saved triage schema, and get a structured classification back in milliseconds. No prompt engineering. No custom model.
curl https://api.classifaily.com/v1/classify \
-H "Authorization: Bearer cai_live_..." \
-H "Content-Type: application/json" \
-d '{
"type": "text",
"input": "Subject: Can'\''t log in - keeps saying wrong password\n\nHi, I'\''ve been trying to log in for 20 minutes. I reset my password twice but it still says invalid credentials. This is urgent, I have a client call in an hour.",
"schema_id": "support_triage_v1",
"explain": true
}'{
"status": "completed",
"result": {
"label": "account_access",
"confidence": 0.96,
"explain": "User explicitly reports login failure after two password resets. Urgency is clear from the time constraint mentioned."
},
"meta": {
"latency_ms": 241
}
}Save a schema and reference it by ID across all your ticket sources. Change the categories once, and every integration picks it up automatically - no deploys, no config drift.
{
"name": "support_type",
"categories": [
"billing",
"technical_bug",
"account_access",
"feature_request",
"onboarding",
"general_inquiry"
]
}{
"name": "support_urgency",
"categories": [
"critical",
"high",
"normal",
"low"
]
}{
"name": "customer_sentiment",
"categories": [
"frustrated",
"neutral",
"satisfied",
"at_risk_of_churn"
]
}Tickets land in the right queue immediately. Agents open their queue and see only the tickets they own - already prioritized and labeled. No hunting, no sorting, no reading for intent.
Classification doesn't have bad days. It doesn't misread an email because the wording was ambiguous. Every ticket gets the same quality triage decision at 2am on a Friday as it does Monday morning.
1,000 tickets a day or 100,000 - the triage time per ticket stays the same. You stop hiring agents to route and start hiring agents to resolve.
Customers notice when their issue reaches the right person without bouncing around teams. Faster time to the right agent directly lifts satisfaction - and reduces "why did you transfer me again?" moments.
Run a separate urgency classifier and flag critical tickets the moment they arrive. Fire a Slack alert, page on-call, or auto-escalate - before the ticket even hits the queue.
Every ticket classified means every ticket tagged. Your support analytics finally show real breakdowns - what types of tickets are coming in, when, and at what volume. No manual labeling required.
classifaily is a REST API. If your ticketing system supports webhooks, automations, or triggers - you can add classification in an afternoon without touching your infrastructure.
via Triggers + Webhooks
Create a Zendesk trigger that fires on new ticket creation and calls a classifaily webhook. Use the returned label to set the ticket group, assignee, priority, and tags via the Zendesk API - all in one automation rule.
via Automation Rules
Use a JSM automation rule triggered on issue creation to send the ticket's summary and description to the API. Map the returned label to a Jira request type, component, or label, and auto-assign to the right team queue.
via Automation + API
Freshdesk's Ticket Automations can call external APIs on ticket creation. Wire up classifaily to return a type and priority, then use Freshdesk webhooks to update the ticket's group and label fields automatically.
via Workflow Automation
Use Intercom Workflows to trigger on new conversations. Send the first message to classifaily and use the label to route to the right team inbox, apply conversation tags, or trigger a bot response flow.
via Business Rules / REST
ServiceNow Business Rules can trigger on incident creation and call external REST APIs. Invoke classifaily from a Business Rule or Flow Designer action to auto-populate the category, assignment group, and priority fields.
via HTTP node
For any system that can send a webhook, automation platforms like n8n, Zapier, and Make bridge the gap. Drop an HTTP node between your ticket source and your ticketing system, add the classifaily call in the middle, and branch on the label.
classifaily sits between your ticket source and your routing logic - a stateless classification layer your workflows call on demand.
No. classifaily is a classification API - it doesn't replace your ticketing system, it augments it. You call the API from your existing automation (Zendesk trigger, Jira rule, n8n workflow) and use the result to update fields in whichever system you already use. No migration, no new tooling for your agents.
Accuracy depends on how clearly your categories are defined and how distinctive the ticket content is. For typical support categories (billing, technical, account access, feature request), accuracy consistently runs above 90%. You also get a confidence score on every response - if confidence is below your threshold, you can flag for human review rather than auto-routing.
Use the threshold parameter to set a minimum confidence floor. Tickets that fall below it return a below_threshold status, and you can route them to a general inbox or flag them for a human triage pass. High-confidence tickets route automatically; edge cases go to a human - exactly the right split.
Yes - categories are entirely yours to define. Create a schema with your exact department names, priority levels, or custom labels and reference it by schema_id. You can update or extend categories at any time without touching your integration code.
You can run multiple classifications against the same ticket using the batch endpoint - one call for type, one for urgency, one for sentiment - and get all three results back at once. Alternatively, save a combined schema that includes urgency as part of a multi-label response. Either approach works depending on how you want to structure your routing logic.
Yes. Median latency is under 300ms. When used synchronously in a Zendesk trigger or JSM automation, the classification completes before any agent queue is populated. For async flows with webhooks, you can hold the ticket in a staging queue until the result arrives and then route it - the lag is typically under a second.
No. Input data sent to the API is never used to train models. Your customers' support content stays private.
The Growth plan at $79/month covers 100,000 classifications - roughly 3,300 tickets per day. For most support teams that's more than enough headroom. High-volume operations can contact us for an Enterprise plan with unlimited usage and dedicated infrastructure.
A single classifier tells you what a ticket is about. Stacking multiple classifiers tells you what it is, how urgent it is, how the customer feels, and whether they're about to churn - before a human reads a word.
Free plan, no credit card required. Plug in to your ticketing system in an afternoon.