Severity & SLA Urgency Matrix
Rates ticket urgency from P1 critical downtime outage to P4 low general question based on impact.
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Helpdesk ticket intelligence API for automated classification, urgency scoring, SLA risk detection, and tier-1 routing.
https://test.rsflowhub.com/api/v1/ai/ticket-analyze
Helpdesk Ticket Classification & Urgency API is a ready-to-use REST API on RSFlowHub for developers building 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 (with automatic fallback to a backup provider) and returns a structured JSON result, usually within 1 to 3 seconds.
X-API-Key Header
curl -X POST "https://test.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."}'
<?php
$client = new \GuzzleHttp\Client();
$response = $client->post('https://test.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();
const response = await fetch('https://test.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);
import requests
url = "https://test.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())
Rates ticket urgency from P1 critical downtime outage to P4 low general question based on impact.
Flags angry customers and account cancellation threats to alert retention teams.
Auto-categorizes helpdesk tickets into bug reports, billing issues, account access, or feature requests.
Recommends next best resolution steps and support escalation pathways for helpdesk representatives.
See how developers integrate this API endpoint into production apps.
Classify incoming helpdesk tickets and instantly route P1 critical server downtime outages to on-call engineers.
Alert customer success managers immediately when an enterprise user submits an angry cancellation risk ticket.
Categorize monthly ticket logs to identify recurring software bugs and confusing user onboarding steps.
Comparing RSFlowHub's specialized API gateway vs raw multi-turn LLM prompts vs legacy regex rules.
| Evaluation Metric | RSFlowHub API | Raw LLM Prompts | Legacy Regex / Rules |
|---|---|---|---|
| Response Structure | Validated JSON envelope | Unstructured markdown or chat format | Brittle custom regex tuples |
| Setup Effort | One POST request, no prompts | Write and maintain prompts + output parsing | Fast, but rule lists miss context and sarcasm |
| Pricing Model | Flat 2 credit/request | Volatile token-based billing | High server maintenance overhead |
| Multi-Turn Hallucination | Zero (Deterministic validators) | Output format can drift between model versions | No semantic AI intelligence |
| Developer Integration | 3 lines cURL, PHP, JS, Python | Complex prompt engineering & retry loop | Fragile manual rule maintenance |
ticket_body
string
Raw customer support ticket body or email text to analyze.
subject
string
Support ticket subject line.
customer_tier
string
Customer subscription tier (e.g. "free", "pro", "enterprise").
allowed_categories
array
Optional list of allowed classification categories (e.g. ["billing", "bug_report", "feature_request"]).
Every endpoint returns the same envelope: success, request_id, data.result and meta.
{
"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"
}
}
Everything you need to know about integrating and using Helpdesk Ticket Classification & Urgency API.
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