Route your tickets to the right experts via Brosix and AI
Swiftask connects your support tools to Brosix. Your AI agents analyze every ticket and instantly alert the right team in Brosix.
Result:
Eliminate manual ticket sorting. Drastically reduce your customer response times.
AI Agents
brosix
Connector brosix · Secure OAuth 2.0
Manual ticket sorting slows down your customer support
In many support teams, a human has to read every ticket, identify the issue, and decide who should handle it. This repetitive process creates bottlenecks, increases response times, and fatigues your best team members.
Main negative impacts:
Increased processing time
Time spent manually sorting tickets is time wasted before resolution even begins.
Frequent routing errors
Human error is inevitable. A ticket sent to the wrong person delays resolution and frustrates the customer.
Unnecessary cognitive load
Your support experts spend more time managing emails than solving complex technical problems.
Swiftask automates routing by connecting your ticketing systems to Brosix. The AI understands the ticket content and sends a targeted alert to the competent team in Brosix, instantly.
BEFORE / AFTER
What changes with Swiftask
Traditional manual triage
A customer sends a ticket. A support agent reads it, analyzes it, checks in Brosix who is available, and sends them a message. The ticket is often on hold for hours before being picked up by the right person.
Swiftask intelligent routing
Upon ticket receipt, the Swiftask AI agent analyzes the content. It identifies the category and urgency, then notifies the dedicated Brosix channel or specific expert directly. Pickup is nearly immediate.
Deploying AI routing on Brosix in 4 steps
1
STEP 1 : Define sorting rules in Swiftask
Configure your AI agent to recognize themes, keywords, or priority levels in your tickets.
2
STEP 2 : Integrate the Brosix connector
Activate the Brosix gateway in Swiftask to allow the agent to send messages to your secure channels.
3
STEP 3 : Map categories to teams
Associate each ticket type identified by the AI with a specific Brosix channel or user.
4
STEP 4 : Launch automation into production
Enable the workflow. The AI agent immediately starts routing new incoming tickets.
AI routing features for Brosix
The AI agent analyzes ticket text, metadata, customer history, and sentiment to determine the best destination.
- Target connector: The agent performs the right actions in brosix based on event context.
- Automated actions: Sending targeted notifications in Brosix, user mentions, automatic escalation for emergencies, automatic ticket summary in the message.
- Native governance: All routing actions are tracked in Swiftask for continuous performance optimization of your support.
Each action is contextualized and executed automatically at the right time.
Each Swiftask agent uses a dedicated identity (e.g. agent-brosix@swiftask.ai ). You keep full visibility on every action and every sent message.
Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.
Operational benefits of automated routing
Accelerated customer response
The ticket reaches the right expert in seconds, with no middleman.
Increased accuracy
The AI doesn't misroute. Correct routing rates are maximized.
Productivity gains
Free your agents from sorting tasks to focus on resolution.
Secure governance
Brosix guarantees the confidentiality of internal exchanges during routing.
Guaranteed scalability
Manage 10 or 1000 tickets per day with the same efficiency, without hiring.
Security and compliance
Swiftask applies enterprise-grade security standards for your brosix automations.
- Private communications via Brosix: The integration respects Brosix's end-to-end encryption.
- Granular control: You decide exactly what data is transmitted in alert messages.
- Full traceability: Full audit of routing decisions made by the AI agent.
To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.
RESULTS
Impact on your support KPIs
| Metric | Before | After |
|---|---|---|
| Triage time | Minutes per ticket | Instant (AI) |
| Routing errors | High (human) | Near zero |
| Average response time | Several hours | Reduced by 50%+ |
Take action with brosix
Eliminate manual ticket sorting. Drastically reduce your customer response times.