Ticket triage and routing

Snappy turns customer email into support tickets in shared inboxes. When a new ticket arrives, a Beam agent reads its subject, body, and sender history, then applies your approved rule to set priority and assign it to the right inbox or agent. Straightforward requests get labelled and queued without anyone sorting them. The customer record is updated with the new ticket. When a message is angry, mentions a refund or legal matter, or does not match any routing rule, the agent leaves it unassigned and flags it for a human to handle carefully.

Canned reply drafting

Snappy stores saved replies for common questions. A Beam agent reads an incoming ticket, matches it against your library of approved answers, and drafts a response using the closest saved reply where the rule set is confident. For clearly routine questions the agent can post the answer and mark the ticket accordingly; for anything less certain it prepares the draft and leaves it for an agent to send. Tickets that mix several issues, reference account changes, or fall outside the saved answers are handed to a person untouched by the agent.

Self-service deflection

Snappy offers a customer self-service area backed by help content. A Beam agent reads incoming questions and, following your rule, points the customer to the matching help article before a ticket is opened, recording the deflection on the case. Common how-to questions are answered from published content without staff time. The agent notes which articles are used most so gaps become visible. When a question has no matching article, repeats after an article was already sent, or signals frustration, the agent opens a ticket and routes it to a human instead.