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AI Support Ticket Workflow API

Customer Support API

AI Support Ticket Workflow API

Automate customer support ticket routing, priority scoring, and department assignment in a single API call.

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

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

Try it in the playground API reference

POST /api/v1/ai/ticket-workflow

{
    "ticket": "My payment was deducted but my subscription is still not active.",
    "customer_context": "Billing database shows payment pending verification.",
    "available_departments": [
        "technical_support",
        "billing",
        "sales"
    ]
}

200 OK response.json

{
    "result": {
        "decision": "escalate",
        "priority": "high",
        "route_to": "technical_support",
        "requires_human": true,
        "reason": "Account lockout with a time-sensitive deadline.",
        "can_auto_reply": true,
        "required_information": [
            "account email"
        ]
    }
}

Definition

What is the AI Support Ticket Workflow API?

AI Support Ticket Workflow API is a REST API on RSFlowHub for web, mobile and AI agent applications. Send a JSON request to POST /api/v1/ai/ticket-workflow 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-workflow
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.
`customer_context`	string	Optional	Optional customer account details context.
`product_context`	string	Optional	Optional product details context.
`business_context`	string	Optional	Optional support operational policies or rules context.
`previous_messages`	array	Optional	Optional array of previous messages in conversation thread.
`available_departments`	array	Optional	Optional list of available departments to restrict routing decisions.

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-workflow" \
  -H "Content-Type: application/json" \
  -H "X-API-Key: rfh_your_api_key" \
  -d '{"ticket":"My payment was deducted but my subscription is still not active.","customer_context":"Billing database shows payment pending verification.","available_departments":["technical_support","billing","sales"]}'

client.php

<?php

$client = new \GuzzleHttp\Client();
$response = $client->post('https://rsflowhub.com/api/v1/ai/ticket-workflow', [
    'headers' => [
        'Content-Type' => 'application/json',
        'X-API-Key'    => 'rfh_your_api_key',
    ],
    'json' => array (
      'ticket' => 'My payment was deducted but my subscription is still not active.',
      'customer_context' => 'Billing database shows payment pending verification.',
      'available_departments' => 
      array (
        0 => 'technical_support',
        1 => 'billing',
        2 => 'sales',
      ),
    ),
]);

echo $response->getBody();

client.js

const response = await fetch('https://rsflowhub.com/api/v1/ai/ticket-workflow', {
  method: 'POST',
  headers: {
    'Content-Type': 'application/json',
    'X-API-Key': 'rfh_your_api_key'
  },
  body: JSON.stringify({"ticket":"My payment was deducted but my subscription is still not active.","customer_context":"Billing database shows payment pending verification.","available_departments":["technical_support","billing","sales"]})
});

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

main.py

import requests

url = "https://rsflowhub.com/api/v1/ai/ticket-workflow"
headers = {
    "Content-Type": "application/json",
    "X-API-Key": "rfh_your_api_key"
}
payload = {"ticket":"My payment was deducted but my subscription is still not active.","customer_context":"Billing database shows payment pending verification.","available_departments":["technical_support","billing","sales"]}

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": {
            "decision": "escalate",
            "priority": "high",
            "route_to": "technical_support",
            "requires_human": true,
            "reason": "Account lockout with a time-sensitive deadline.",
            "can_auto_reply": true,
            "required_information": [
                "account email"
            ]
        }
    },
    "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

Urgency & SLA Impact Scoring

Calculates numerical urgency scores (0.0 to 1.0) detecting angry sentiment, financial risk, and contractual SLA terms.

Automated Department Routing

Routes tickets to exact internal queues (Billing, Tier-2 Engineering, Security, Account Success) with zero human dispatchers.

Root Cause & Topic Tagging

Generates canonical tags (e.g. auth_failure, invoice_discrepancy, data_export) for aggregate analytics.

Next Best Action Recommendation

Recommends concrete resolution steps e.g. "Request transaction ID", "Issue 10% credit", or "Reset 2FA token".

Use cases

How teams use the AI Support Ticket Workflow API in production.

Customer Support

Tier-1 Helpdesk Triage Automation

Instantly categorize incoming Zendesk or Freshdesk tickets and assign them to specialized agents.

Input: Our production payment gateway is failing for all European customers with error 504.
Output: {"department": "DevOps/Infra", "priority": "P0_CRITICAL", "sla_minutes": 15}

Sends a first response within seconds instead of waiting for an agent.

Account Management

VIP Customer Churn Prevention

Detect high-value enterprise accounts voicing frustration and escalate directly to customer success leads.

Input: If this sync bug is not fixed today, our management will cancel our $50k contract.
Output: {"churn_risk": "HIGH", "escalate_to": "CS_VP", "sentiment_score": -0.92}

Flags churn-risk conversations early so your team can intervene.

FinTech & Billing

Automated Refund & Billing Routing

Extract invoice numbers and credit card charge issues, routing directly to the finance team.

Input: I was double charged $199 on invoice #INV-8921 on September 12.
Output: {"category": "Double_Charge", "invoice_id": "INV-8921", "amount": 199.00}

Cuts billing back-and-forth by drafting clear invoice-dispute replies.

AI Support Ticket Workflow 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

Can I connect this API to Zendesk, Freshdesk, or Jira Service Management?

Yes! The API accepts standard JSON and returns structured decisions that can be plugged into webhooks or Zapier/Make workflows.

How is urgency scored?

Urgency is scored on a normalized 0.0 to 1.0 scale combining sentiment analysis, business risk signals, and SLA terms.

Can I provide my own list of internal department queues?

Yes. Pass a custom departments array in the payload and the classifier will strictly constrain routing to your team names.

Does the API suggest response actions for support agents?

Yes. The response includes a recommended_action field outlining the exact next step for the assigned agent.

How many credits does each ticket triage request consume?

Standard ticket workflow triage calls consume 2 base credits per execution.

Start using the AI Support Ticket Workflow 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