Support agents: attach messages to correct service tickets

Support agents in consumer services miss ticket context when threads aren't linked, causing delayed triage. It links threads to the right service ticket so agents triage with full context.

Overview

Support agents lose critical context when messages don't attach to the right ticket, slowing resolutions and risking customer frustration. This workflow ensures incoming threads append to the matching service ticket and advances status when appropriate, giving agents full context for faster triage and zero missed follow-ups.

Notable Features

Extract ticket keys from messages
Append full message thread to ticket
Advance ticket status on match