Which tasks can AI ticket automation handle?

Common steps include classification, prioritisation, customer or product recognition, routing, ticket-field updates and response-draft preparation. Permitted actions are defined for each process.

How is AI ticket automation different from rules-based routing?

Rules work on fixed attributes such as sender or subject. AI also classifies freely worded requests by content. In the pilot we combine both: fixed rules where they are reliable, AI for the remaining cases.

Does the AI send replies automatically?

Not without a confirmed scope. During the pilot, replies are normally prepared as drafts. Automatic sending is appropriate only for clearly defined, tested cases under an explicitly agreed approval model.

What happens if the AI assigns a request incorrectly?

Misassignments are counted in the pilot and analysed by cause. Uncertain cases go to a review queue instead of moving on automatically, and your team approves reply drafts before they are sent.

Can existing tickets be used to set up the system?

Yes. Historic tickets help identify categories, variation and error cases. Their data quality and existing labels are assessed; old classifications are not assumed to be correct without review.

Which ticket systems can be connected?

WZ-IT works with Zammad, FreeScout and Chatwoot, among others, and can connect further systems through suitable APIs. The specific integration path is reviewed before the proposal.

How much does AI ticket automation cost?

The pilot costs from €14,900 excl. VAT for one intake channel with up to 15 categories and one target system. We check data quality, interfaces and target environment before commissioning; extensions are priced separately.

Ticket and inbox automation: sort requests with AI and prepare replies

Requests land in the inbox and someone has to read, route and answer them. In the pilot, AI classifies incoming requests, routes them and drafts replies that your team approves.

Discuss ticket automation View service scope

Reviews

IT Beratung Service Consulting Soforthilfe

Companies worldwide trust WZ-IT

Read client reviews

Starting point

Work waits in the inbox until someone sorts it

A team reads similar emails or tickets every day and assigns them
Urgent requests get lost between routine cases
Categories, priorities and responsibilities are clear from a business view
Replies should be prepared but approved by people

Outcome

Recurring requests are structured without giving up control

After the pilot, requests from the chosen channel reach the responsible person sorted, prioritised and with a reply draft. Nothing goes out until your team approves it. Classification, knowledge access and technical actions remain separately controllable and can be extended step by step.

Classify and prioritise
Assign topic, urgency, customer, product or ownership according to an agreed taxonomy.
Route and prepare
Create or update tickets, set queue and owner, and provide suitable response drafts.
Keep approvals and exceptions
Route uncertain cases, sensitive content and defined actions for human review.

Service scope

Define intake, taxonomy, actions and approvals together

One intake channel with up to 15 categories, one target system, routing, reply drafts, approval levels and two review cycles.

Included

One intake channel with up to 15 categories
An agreed historical test set and one supported target system
Routing, reply drafts, error handling and approval stages
Two test and improvement cycles with business stakeholders

Effort factors

What determines scope and final price

Additional channels and target systems
Uncontrolled sending and new APIs outside the agreed scope

Process

Start with controlled classification before increasing automation

The pilot separates safe routine cases from exceptions. External effects are enabled only after taxonomy, quality and ownership have been confirmed.

01
Assess requests and objectives
Define channels, categories, volume, target system and intended actions.
02
Build the pilot pipeline
Integrate classification, priority, routing and optional drafts.
03
Test historic and live cases
Evaluate quality, exceptions and error routing against confirmed examples.
04
Confirm the approval level
Document permitted actions, human control and ongoing operations.

What we need from you

Representative tickets or emails, anonymised where needed
Existing categories, priorities and ownership rules
Information about the inbox, ticket system and available interfaces
A business contact for quality and approval rules

Scope and investment

Cost of AI ticket automation

Starting price for one intake channel and one target system. Further channels, target systems or new interfaces increase the scope.

Not sure yet whether the pilot pays off? The AI potential check (from €3,900 excl. VAT) answers that first.

Delivery starts once agreed data, access and stakeholders are available. The binding scope and price are defined in your proposal. Hardware, hosting, model consumption, licences and ongoing operations are quoted separately. Follow-on projects are costed against reusable results. We credit the pilot price when you commission the production rollout; there is no requirement to purchase every stage. A pilot concludes with a quality report and an evidenced recommendation to proceed or stop. A documented no-go is a valid outcome. Production approval and ongoing operations are agreed separately.

All prices are net and exclude statutory VAT. The offers are addressed to businesses.

Ticket and Inbox Pilot

Classify and route requests from one intake channel and prepare reply drafts with approval.

from €14,900excluding VAT and separately quoted third-party costs

Credited against the production rollout. You receive the proposal for it with the acceptance report.

4–6 weeks

Scope as described above

Outcome and verification: Classification and routing assessment including incorrect assignments; production actions require separate approval.

After the pilot

From pilot to a production ticket intake

The pilot ends with a recommendation: move to production, extend or stop. You receive the proposal for the production rollout with the pilot's acceptance report, and the pilot price is credited against it; rules, test set and pipeline are reused.

AI Agents

Deliver controlled actions in further systems with tools, permissions, approvals and logging.

View offer

Internal AI Assistant

Enrich reply suggestions with approved company knowledge and traceable sources.

View offer

Managed ticket systems

Have Zammad, FreeScout, Chatwoot and other open-source applications run for you.

View service

Frequently asked questions about AI ticket automation

Classification, response drafts, approvals, systems and operations

Reviews & projects

What clients say about working with us

From local AI integration to architecture, data sovereignty and ongoing operations.

WZ-IT moved our studio infrastructure from decentralised individual devices to a central platform: every site is securely connected via VPN, new devices are onboarded automatically and an entire site is provisioned from a template, without manual steps on location. What impressed me most is the breadth and depth of their knowledge: Timo and Robin are not a typical IT provider who sets up a server and leaves. The two of them think their way into highly complex infrastructure and software topics, work through every requirement we put in front of them, and build networking, provisioning and operations so that everything fits together in the end. WZ-IT is an excellent partner for complex software, network and architecture projects.

Steve KirchnerManaging Director, nextGYM GmbH

View project

International

Built in Germany's Ruhr Valley. Running worldwide.

WZ-IT designs, develops and operates infrastructure and software for clients in Germany and internationally. We deliver projects remotely and continue supporting them in ongoing operations after go-live.