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Helpdesk Ticket Classification & Urgency API

Customer Support API

Helpdesk Ticket Classification & Urgency API

Helpdesk ticket intelligence API for automated classification, urgency scoring, SLA risk detection, and tier-1 routing.

POST https://rsflowhub.com/api/v1/ai/ticket-analyze

2 credits per call
X-API-Key header
JSON in, JSON out

Try it in the playground API reference

POST /api/v1/ai/ticket-analyze

{
    "ticket": "I cannot log in to my account. It keeps saying invalid password even after resetting it.",
    "subject": "Login issue",
    "customer_context": "User ID: 12345, Active Premium Subscription."
}

200 OK response.json

{
    "result": {
        "category": "account_access",
        "intent": "login_issue",
        "sentiment": "negative",
        "priority": "high",
        "urgency": "high",
        "issue_summary": "User cannot log in and password reset emails are not arriving.",
        "key_problem": "Password reset email not delivered",
        "requires_human": true,
        "suggested_department": "technical_support",
        "recommended_action": "Verify email deliverability and send a manual reset link.",
        "language": "en",
        "confidence": 0.9
    }
}

Definition

What is the Helpdesk Ticket Classification & Urgency API?

Helpdesk Ticket Classification & Urgency API is a REST API on RSFlowHub for web, mobile and AI agent applications. Send a JSON request to POST /api/v1/ai/ticket-analyze with your API key; RSFlowHub runs it on a tuned AI model, falls back to a backup provider if needed, and returns a structured JSON result, usually within 1 to 3 seconds.

Category: Customer Support
Endpoint: POST /api/v1/ai/ticket-analyze
Authentication: X-API-Key header
Price: 2 credits per call
Rate limit: 10 to 120 requests / minute by plan
Typical response: 1 to 3 seconds
Format: JSON, UTF-8

Request parameters

Send these fields as a JSON body. An invalid or missing field returns a 422 error that names the field.

Field	Type	Required	Description
`ticket`	string	Required	The customer support ticket message text (Max: 20,000 characters).
`subject`	string	Optional	Optional ticket subject header.
`language`	string	Optional	Optional ticket language identifier.
`customer_context`	string	Optional	Optional customer account details context.
`product_context`	string	Optional	Optional product catalogs or specs context.
`business_context`	string	Optional	Optional support operational policies or rules context.
`previous_messages`	array	Optional	Optional array of previous messages in the ticket conversation thread.

Code examples

Copy, replace rfh_your_api_key with your key and run. Prefer a client library? See the official SDKs.

request.sh

curl -X POST "https://rsflowhub.com/api/v1/ai/ticket-analyze" \
  -H "Content-Type: application/json" \
  -H "X-API-Key: rfh_your_api_key" \
  -d '{"ticket":"I cannot log in to my account. It keeps saying invalid password even after resetting it.","subject":"Login issue","customer_context":"User ID: 12345, Active Premium Subscription."}'

client.php

<?php

$client = new \GuzzleHttp\Client();
$response = $client->post('https://rsflowhub.com/api/v1/ai/ticket-analyze', [
    'headers' => [
        'Content-Type' => 'application/json',
        'X-API-Key'    => 'rfh_your_api_key',
    ],
    'json' => array (
      'ticket' => 'I cannot log in to my account. It keeps saying invalid password even after resetting it.',
      'subject' => 'Login issue',
      'customer_context' => 'User ID: 12345, Active Premium Subscription.',
    ),
]);

echo $response->getBody();

client.js

const response = await fetch('https://rsflowhub.com/api/v1/ai/ticket-analyze', {
  method: 'POST',
  headers: {
    'Content-Type': 'application/json',
    'X-API-Key': 'rfh_your_api_key'
  },
  body: JSON.stringify({"ticket":"I cannot log in to my account. It keeps saying invalid password even after resetting it.","subject":"Login issue","customer_context":"User ID: 12345, Active Premium Subscription."})
});

const data = await response.json();
console.log(data);

main.py

import requests

url = "https://rsflowhub.com/api/v1/ai/ticket-analyze"
headers = {
    "Content-Type": "application/json",
    "X-API-Key": "rfh_your_api_key"
}
payload = {"ticket":"I cannot log in to my account. It keeps saying invalid password even after resetting it.","subject":"Login issue","customer_context":"User ID: 12345, Active Premium Subscription."}

response = requests.post(url, json=payload, headers=headers)
print(response.json())

Response

Every RSFlowHub endpoint uses the same envelope, so one parser handles all of them. Failed calls are not charged.

response.json

{
    "success": true,
    "request_id": "req_3f9a2c7e-5b1d-4e8a-9c2f-7d6e1a0b4c8d",
    "data": {
        "result": {
            "category": "account_access",
            "intent": "login_issue",
            "sentiment": "negative",
            "priority": "high",
            "urgency": "high",
            "issue_summary": "User cannot log in and password reset emails are not arriving.",
            "key_problem": "Password reset email not delivered",
            "requires_human": true,
            "suggested_department": "technical_support",
            "recommended_action": "Verify email deliverability and send a manual reset link.",
            "language": "en",
            "confidence": 0.9
        }
    },
    "meta": {
        "version": "v1",
        "timestamp": "2026-10-05T09:30:00Z"
    }
}

error.json

{
    "success": false,
    "request_id": "req_8c1d4e2a-7f3b-4a9c",
    "error": {
        "code": "VALIDATION_ERROR",
        "message": "The given data was invalid.",
        "details": {
            "ticket": [
                "This field is required."
            ]
        }
    },
    "meta": {
        "version": "v1",
        "timestamp": "2026-10-05T09:30:00Z"
    }
}

Envelope fields
Field	Type	Meaning
`success`	boolean	true when the call worked, false on any error.
`request_id`	string	Unique id for this call. Quote it when you contact support.
`data.result`	object	The result of this endpoint (see the example).
`error`	object	Only on failure: code, message and details per field.
`meta`	object	API version and server timestamp.

All error codes: Errors reference

Features

Severity & SLA Urgency Matrix

Rates ticket urgency from P1 critical downtime outage to P4 low general question based on impact.

Customer Frustration & Churn Risk

Flags angry customers and account cancellation threats to alert retention teams.

Technical vs Billing Tagging

Auto-categorizes helpdesk tickets into bug reports, billing issues, account access, or feature requests.

Tier-1 Support Action Guidance

Recommends next best resolution steps and support escalation pathways for helpdesk representatives.

Use cases

How teams use the Helpdesk Ticket Classification & Urgency API in production.

Customer Support SaaS

Zendesk & Freshdesk Smart Routing

Classify incoming helpdesk tickets and instantly route P1 critical server downtime outages to on-call engineers.

Input: Our production database connection is dropping all requests! Need emergency support!
Output: {"severity": "P1_critical", "category": "infrastructure_outage", "escalate_to": "on_call_devops"}

Flags downtime and incident tickets immediately for the on-call team.

SaaS Customer Success

Churn Risk Support Escalation

Alert customer success managers immediately when an enterprise user submits an angry cancellation risk ticket.

Input: If this billing glitch isn't resolved today, we are cancelling our 50-seat plan.
Output: {"churn_risk": "high", "frustration": "critical", "category": "billing", "flag_vip": true}

Protects enterprise SaaS recurring revenue.

Engineering & Product

Support Ticket Volume Trend Analytics

Categorize monthly ticket logs to identify recurring software bugs and confusing user onboarding steps.

Input: Unable to reset password via SMS verification link.
Output: {"category": "authentication_bug", "sub_issue": "sms_verification", "severity": "P3_medium"}

Helps engineering teams prioritize stability bug fixes.

AI chatbot

Triage chatbot handoffs into support tickets

A good AI chatbot knows when to stop. When a visitor asks for a human, the ticket analysis API reads the message and returns a category, priority, sentiment and suggested team, so the ticket lands with the right person at the right urgency.

How it works in a chatbot

Chatbot hands over: "I was charged twice and need a refund today"
API returns: category "billing", priority "high", sentiment "negative"
Ticket goes to the billing team marked urgent

Right team first time

Route handoffs by category instead of one shared inbox.

Urgent first

Priority scores let your team answer angry or time-sensitive visitors first.

Works with the chat widget

The RSFlowHub chat widget creates support tickets from "talk to a human" requests; use this API to triage them.

Want a chatbot without building one? The RSFlowHub AI chatbot for your website is live in about 5 minutes with one script tag: it answers from your documents, captures leads and creates support tickets. Read the chat widget guide, try the live chatbot demo, see chatbot pricing, or build your own with the chatbots API.

Helpdesk Ticket Classification & Urgency API vs building it yourself

The same job done three ways.

Topic	RSFlowHub API	Raw LLM prompts	Rules / regex
Output	Validated JSON fields	Free text you have to parse	Fixed patterns only
Setup	One POST request, no prompts	Write and maintain prompts and parsing	Write and maintain rule lists
Provider outage	Automatic fallback to a backup model	You build retries and a second vendor	Not applicable
Pricing	2 credits per call, failed calls free	Per token, per vendor	Your own servers and upkeep
Understands context	Yes, AI model	Yes, AI model	No, keywords only

Frequently asked questions

How does the API rate ticket severity (P1 to P4)?

The API evaluates technical impact keywords (e.g. "database down", "cannot login", "general feedback") alongside customer frustration levels to assign P1 (critical) through P4 (low) severity.

Can customer plan tier influence the urgency rating?

Yes! Passing customer_tier allows enterprise support workflows to prioritize Enterprise tier tickets.

Does the API detect customer churn risk?

Yes! The engine scans for cancellation threats, competitor mentions, and severe sentiment drops to output a churn_risk flag.

How fast is the Support Ticket Analysis API?

Support Ticket Analysis requests usually complete in 1 to 3 seconds, depending on input length and the AI model. Identical repeat requests are served from cache and return faster.

How many credits are deducted per request?

Standard Support Ticket Analysis API calls consume 2 base credits per request.

Start using the Helpdesk Ticket Classification & Urgency API

Free plan with 100 credits/month + 1,000 bonus credits when you sign in before 23 Nov. Test it in the playground first, no code needed.

Get a free API key Try it now