Support Triage with MCP
Automatically classify inbound requests and take action in your tools of record. A great showcase for MCP servers, which let agents act in systems like Zendesk, Jira, Linear, or Slack.
The Approach
- Webhook trigger — your support tool (or an inbox automation) POSTs each new ticket to the workflow. See Triggers.
- Classifier agent — assign a category and priority, and extract key details. Keep its output simple (e.g. a label) so a Condition can branch on it cleanly.
- Branch on priority — urgent items take one path, routine items another.
- Act via MCP — attach the relevant MCP server to the acting agent:
- Zendesk / Jira / Linear — create, tag, or update the ticket
- Slack — notify the on-call channel for urgent issues
- Notion / Confluence — log the interaction or pull a known-answer
- Grounded replies (optional) — give the assistant a RAG source over your help center so drafted replies cite real answers.
Why MCP Here
The agent doesn't just describe what to do — it actually creates the ticket, posts the message, or applies the tag through the MCP server's native tools. Credentials are stored per project and used at runtime. See MCP in Agents.
Patterns Used
| Pattern | Where |
|---|---|
| Event-driven start | Webhook trigger |
| Classification + routing | classifier agent + Condition |
| Acting in external systems | MCP servers |
| Grounded responses | RAG sources |