Customer service automation for modern support teams
Handle tickets faster with automated routing, classification, and resolution — with visual workflows and code when you need it.
Reduce manual ticket handling
Auto-fill fields, flag gaps, route instantly and skip the busywork.
Handle ticket attachments
Pull key data from attachments and make quick decisions.
Sync tickets across systems
Push updates to CRM/ERP/fulfillment via APIs without breakage.
Resolve requests
Close simple requests automatically or route complex ones correctly.
Automate ticket routing
Make sure every ticket reaches the correct team, fast.
Reduce manual ticket handling
Auto-fill fields, flag gaps, route instantly and skip the busywork.
Handle ticket attachments
Pull key data from attachments and make quick decisions.
Sync tickets across systems
Push updates to CRM/ERP/fulfillment via APIs without breakage.
Resolve requests automatically
Close simple requests automatically or route complex ones correctly.
Automate ticket routing
Make sure every ticket reaches the correct team, fast.
WHAT WE MEAN BY CUSTOMER SERVICE AUTOMATION
Automate the repetitive work, keep the human judgment
We believe that customer service automation should handle predictable support tasks such as ticket routing, information extraction, system updates and sending standard responses. Now, your team can spend time on the cases that actually require attention and build actual customer relationships.
Key distinctions:
- Automate decisions you’d make the same way every time
- Give agents better inputs, not more interruptions
- Change workflows when your process changes
Your team needs automated processes that fit your individual support needs. That’s why we start with a short setup session.
Start with templates or build from scratch
Use proven workflows ready to activate or create your own in minutes.
AI Thank You Autosolve
The problem: Thank-you messages reopen solved tickets, create queue noise, and distort SLA metrics. Basic keyword triggers don’t work reliably across languages.
What this template does:
- Detects pure gratitude replies
- Auto-solves the ticket before it affects your SLA
- Applies consistent thank_you tagging for reporting
- Optionally sends a polite acknowledgement
Perfect for teams who:
- See 50+ thank-you reopens per week
- Want to protect SLA and response-time metrics
- Need multi-lingual detection without trigger complexity
OCR + AI Autofill
The problem: Customers attach invoices, forms, and delivery notes as images or PDFs. Agents manually open each file, copy data, and fill ticket fields—over and over.
What this template does:
- Extracts text from images and documents (OCR)
- Identifies order numbers, dates, customer IDs
- Auto-fills custom ticket fields
- Flags missing data for agent review
Perfect for teams who:
- Receive 100+ tickets with attachments per day
- Handle invoices, delivery notes, or form submissions
- Work with structured cases, not PDFs
Build your own
Start with a blank canvas and create exactly the workflow you need. Use visual building blocks, add conditions, connect your systems—no coding required.
What this template does:
- Create fully custom workflows
- Use pre-built nodes or create your own with code
- Switch between code and no-code views
- Orchestrate a suite of AI agents
Perfect for teams who:
- Need full flexibility
- Have unique workflows
- Want full oversight and management of automations
How Flow uses AI inside customer service workflows
Content recognition
Identifies what the ticket is about — delivery status, return inquiry, subscription change.
Information extraction
Pulls order numbers, customer IDs, dates, or amounts from text or attachments.
Rules-based decisions
Uses your business’s logic to route, prioritize, or resolve automatically.
Controlled outcomes
Updates tickets, applies tags, triggers follow-up actions, and prepares structured handoffs when a case needs an agent.
TRY IT YOURSELF
Start automating your support today
We’ll walk through real outcomes from your workflows, without turning setup into a project.
TICKET AUTOMATION USE CASES
Ticket automation that actually saves time
Handle predictable support requests such as:
Automate ticket categorization with AI
Detect a ticket’s topic/intent, set tags, assign the right form, and route tickets to the correct support task queue.
Intelligent ticket routing & prioritization
Route tickets to the correct support agent by customer tier, SLA urgency, or issue type without manual sorting.
Automated resolution for simple requests
Resolve password resets, status checks, and policy questions instantly and save your team hours.
Reduce manual support ticket handling
Pre-fill fields, highlight missing data, and standardize handoffs — so agents work the case, not the inbox.
FROM INCOMING TICKETS TO STRUCTURED PROCESSES
Turn messy tickets into clean cases
Support tickets rarely arrive ready for automation. Instead, they're messy: attachments to open and parse, fragmented context from multiple sources, and meandering descriptions that need careful reading—all before anyone can even decide what to do.
Flow handles the busywork others can't: processing attachments, extracting key fields, flagging missing data, and defining the next step. Agents don't start from scratch—they start with everything they need.
Turn attachments into actionable data
Many service tickets include documents such as invoices, delivery notes, or forms. These attachments determine what should happen next — but they are rarely structured or easy to process.
Flow makes documents part of the customer service workflow. Attachments are processed, relevant information extracted, and key fields added directly to the ticket. Based on that structured data,your workflows can route the case, trigger follow-ups, or resolve the request automatically when possible.
For example, our OCR + AI Autofill template reads invoices and forms attached to tickets, extracts order numbers, dates, and amounts, and pre-fills your custom fields automatically.
Result: Instead of manually opening and interpreting files, agents work with prepared, structured cases and clear next steps.
AUTOMATE CUSTOMER SERVICE TASKS WITH AI
AI for customer service automation
AI works best when it performs specific tasks, not when it tries to handle complex decisions alone.
Flow uses AI for recognition and interpretation: understanding ticket content, extracting details, identifying intent. The results feed into your workflow, where business rules and routing logic determine what happens next.
This lets you automate intelligently while keeping structure, transparency, and control over every outcome.
Cases
From AI Overwhelm to Automation-Driven Profit
From manual effort to scalable efficiency
INTEGRATIONS & SYSTEMS
Works with your helpdesk — and the systems behind it
Start with your helpdesk: Zendesk, Freshdesk, any platform you use. Flow connects to backend systems via API to pull data and push updates where they belong.
Testimonials
We’ve automated 25% of our emails, 65-75% of our billing tasks and scaled operations without increasing training time. It’s allowed us to focus on growing and retaining clients.
Nancy
Liberty Debt Relief
With Knots, we’ve eliminated repetitive tasks like routing and typing SAP reference numbers – things that used to slow us down across thousands of tickets. Now, complex emails are routed instantly, agents can respond faster, and everything is logged in the right place automatically.
Stephan
Customer Leader, Thyssenkrupp
Every manual step introduces risk. With automation, our team can focus on high-value work instead of copy-pasting. Even a single typo in contact info could mean a filmmaker loses a day of production. Knots Studio helps us avoid that—and makes our processes smarter and faster.
Lena
Director of Sales Operations, Leitz
TICKET AUTOMATION USE CASES
Get started in minutes
Start automating your support today
We’ll walk through real outcomes from your workflows, without turning setup into a project.