Customer support teams often receive messages that are long, unstructured, and difficult to categorize quickly. A single complaint might contain multiple details — an order number, a description of the issue, the urgency of the request, and additional context from the customer. Before the support team can respond, someone usually needs to read through the entire message and manually extract the relevant information.

With Clappia’s AI Workflow, you can automate this step. Instead of manually categorizing support messages, the system can analyze the draft message, extract key details, and populate structured fields automatically. The support agent can then review the extracted information, make corrections if needed, and continue processing the ticket.

This guide walks you through building a simple Clappia app that takes a rough customer message, uses AI to extract key information, and fills out the structured fields automatically.

Why Build This in Clappia?

Customer support systems typically require structured information such as issue type, order number, priority, and a short summary of the problem. However, the information customers provide is rarely structured. Support agents must read the message, determine what the issue is, identify the order number if present, and decide how urgent the case should be.

By using Clappia’s AI Workflow, the system can analyze the message immediately after submission and extract these key details automatically. The extracted values are then written into specific fields in the same submission so that the support agent can review them before continuing.

The result is a system where:

• The user pastes a customer message.
• AI analyzes the message and extracts key details.
• The submission fields are automatically populated.
• The support agent reviews the extracted information and edits it if needed.

This reduces manual effort and helps support teams process tickets faster.

Features Used

This system makes use of the following Clappia features. Each one links to its dedicated help article if you need more detail on configuration.

• Multi Line Text — for the original customer message
• Single Line Text — for structured values such as order numbers or titles
• Dropdown — for issue categories and priority levels
• AI Workflow — to analyze the draft message and generate structured data
• Code Workflow — to parse the AI response and extract individual values
• Workflows: Edit Submission — to populate the extracted values back into the submission
• Analytics — to monitor support ticket categories and volumes
• User Management — to control who can access the app

How to Set It Up

This system consists of a single app that captures a rough customer message and uses workflows to convert it into structured support ticket data.

The app will contain:

1. A field where the support agent pastes the customer message
2. Fields where AI-generated values will appear
3. Workflows that analyze the message and populate those fields

App: Support Ticket Classification

From your Clappia dashboard, click Create App.

Go to Design App and name it Support Ticket Classification.

Section – Customer Message

Click Add Section and name it Customer Message.

FieldTypeCustomer MessageMulti Line Text

This field captures the raw message received from the customer. The message can contain descriptions of the problem, references to orders, and other details.

For example, a support agent might paste a message like this:

My order #4578 arrived damaged and two items were missing. This is the second time this has happened and I need a replacement urgently.

This is the text that the AI workflow will analyze.

Section – Extracted Ticket Information

Click Add Section again and name it Extracted Ticket Information.

FieldTypeIssue TypeDropdownPriorityDropdownOrder NumberSingle Line TextSummaryMulti Line Text

These fields will be populated automatically by the workflow after the AI analysis runs.

The support agent can review and edit these values if needed.

Workflow Setup

Go to Design App → Workflows and open the New Submission Flow.

This workflow runs every time a new ticket is submitted.

Step 1 – AI Workflow

Click Add Step and select AI Workflow.

Configure the AI prompt to analyze the customer message and return structured data.

Example prompt:

Analyze the following customer support message and extract structured information.

Return the response in JSON format with the following keys:
issue_type
priority
order_number
summary

Customer Message:
{customer_message}


The AI response should look like this:

{
 "issue_type": "Damaged Delivery",
 "priority": "High",
 "order_number": "4578",
 "summary": "Customer received damaged shipment with missing items."
}


The AI Workflow step returns this response as JSON output.

Step 2 – Code Workflow

After the AI step, click Add Step and select Code Workflow.

The purpose of this step is to parse the JSON response returned by the AI workflow and extract individual values.

The code workflow reads the JSON response and outputs:

issue_type
priority
order_number
summary


These output values will be used in the next step to update the submission.

Step 3 – Edit Submission

Click Add Step and select Edit Submission.

Set the target app as the current app.

Match the submission using the Submission ID.

Update the fields with the values returned from the code workflow:

FieldValueIssue Typeissue_typePrioritypriorityOrder Numberorder_numberSummarysummary

This step updates the same submission so the structured values appear automatically.

Additional Workflows, Analytics, and Access

Once the basic workflow is working, you can extend the system further.

For notifications, you can add an email workflow step that alerts a support manager when a ticket is classified as High Priority.

For analytics, open Design App → Analytics and create charts showing the number of tickets by issue type or priority. This helps teams identify recurring problems or spikes in customer complaints.

For user access, go to Workplace Settings → Users and add your support team members. Then open the app and use Design App → Distribute to give access to the appropriate users.

How It Works

Once everything is configured, the process becomes simple for support agents.

A support agent opens the Support Ticket Classification app and pastes the customer message into the Customer Message field. After submitting the form, the workflow starts automatically.

The AI workflow analyzes the message and identifies important details such as the type of issue, the priority level, and any order number mentioned. The code workflow then extracts these values from the AI response.

The Edit Submission step updates the submission so that the structured fields — issue type, priority, order number, and summary — appear automatically in the form.

The support agent can then open the submission, review the AI-generated information, correct anything if necessary, and proceed with handling the ticket.

This approach reduces manual classification work while still allowing the support team to validate the information before acting on it.

Start Automating Support Ticket Classification

Using Clappia’s AI Workflow together with standard workflow steps, you can convert unstructured customer messages into structured ticket data automatically. This makes it easier for support teams to categorize issues, prioritize requests, and analyze customer problems over time.

To start building your own ticket classification system, log in to your Clappia workspace and create your first app today.

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