300 tickets a day, sorted by an AI field
A support team receives 300 tickets a day. Through an AI field on the tickets table, Beryl Lens assigns each ticket a category, such as billing, technical, account, or feature request, and an urgency score from 1 to 5, based on its subject line and description. Because Beryl Lens weighs each ticket against the full ticket history, it gives a 'can't log in' ticket from an enterprise customer a higher score than the same ticket from a trial user. The team's kanban view groups the tickets by category and sorts each column by urgency.
Result
Beryl Lens sorts each ticket as soon as a customer submits it, so the support agents stop tagging tickets by hand and open their kanban view to the most urgent tickets in their category. Beryl Lens places an urgent ticket from an enterprise customer at the top of its column, so an agent can pick it up before the rest of the queue.




