Classify incoming support tickets automatically with AI

When a new ticket is created in Kayako, automatically analyze its text and extract key metadata using Google AI Studio (Gemini) to streamline triage.

Try:

See all Google AI Studio (Gemini) + Kayako integrations or talk to a human

Trusted by teams already building on Knit·

4.9/5 on G2·

Google for Startups Accelerator

How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Google AI Studio (Gemini) Explore Google AI Studio (Gemini) →

Triggers

New completion generated

Fires when Google AI Studio (Gemini) generates a response to a prompt.

Model run failed

Fires when a request to Google AI Studio (Gemini) errors or times out.

Fine-tune job completed

Fires when a fine-tuning job in Google AI Studio (Gemini) finishes.

Actions

Generate a completion

Sends a prompt to Google AI Studio (Gemini) and returns the model's response.

Summarize text

Uses Google AI Studio (Gemini) to summarize a block of text.

Classify or extract data

Uses Google AI Studio (Gemini) to classify or extract structured data from text.

Kayako Explore Kayako →

Triggers

New ticket created

Fires when a new support ticket is created in Kayako.

Ticket status changed

Fires when a ticket's status changes in Kayako.

Ticket assigned

Fires when a ticket in Kayako is assigned to an agent.

SLA breached

Fires when a ticket in Kayako breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Kayako.

Update ticket status

Updates a ticket's status in Kayako.

Assign ticket

Assigns a ticket in Kayako to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in Kayako.

Create engineering tickets when AI model runs fail If an AI model run fails in Google AI Studio (Gemini), automatically create an engineering ticket in Kayako containing the failure diagnostics. See details

Add AI resolution summaries to ticket notes When a completion is generated in Google AI Studio (Gemini), append the AI-crafted resolution summary as an internal comment on the target ticket in Kayako. See details

See all Google AI Studio (Gemini) + Kayako integrations → · Browse the full workflow library →

Enterprise-grade security

Visit our Security Center Review the DPA

FAQ

Common questions

Can Knit build “Classify incoming support tickets automatically with AI” between Google AI Studio (Gemini) and Kayako?

Yes — describe it in the box above and Knit's Integrations Agent researches Google AI Studio (Gemini) and Kayako's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

What's the most common AI Models + Ticketing automation?

Having Google AI Studio (Gemini) draft a suggested reply or summary for a new ticket in Kayako, or auto-suggest a priority and category based on the ticket's content.

Does a human still review the AI's suggestion before it's sent?

That's up to how you configure it — the Agent can draft a reply for a human to approve, or, for lower-stakes categorization, act directly on Kayako.