Every ticket, routed to the team that owns it
The Escalation Manager reads the hard ticket, decides which team truly owns it and at what priority, and hands it over with the context already attached.
Escalated · “charged for a feature I can’t use”
Escalation ManagerThe subject sounds like a bug report, but the words point at billing. Reading before I route.
Reading the full ticket and prior replies3sThey were charged for a premium tier but the feature is greyed out. Two possible owners: engineering or billing.
Checking the account plan and entitlements2sThe plan shows premium billing but the entitlement flag was never switched on. That is a provisioning issue, which billing owns, not a rendering bug.
Routing to billing with the entitlement mismatch1s
How it works
Ticket escalated · tier twoTicket reopened twiceAgent: “who owns this?”Priority chat flagged
Routed to owning teamPriority set from real impactContext attached on handoverAmbiguous case sent to triageTriggered by escalations
When a ticket is escalated in Zendesk or flagged by another agent, the Escalation Manager picks it up and starts reading immediately.
Decides owner and priority
It weighs the symptom against the account, known issues and setup history to find the team that actually owns the fix, and sets priority from real impact, not the reporter’s tone.
Routes with context attached
The ticket lands in the right queue with the account, reproduction state and reasoning, or with a triage owner when ownership is honestly unclear.
Without Relevance
With Relevance
Tickets get routed on a keyword rule or a tired guess, then bounce between teams.
The agent reads the whole ticket, decides which team actually owns the fix, and routes it once.
Everything urgent gets marked urgent, so priority stops meaning anything.
The agent sets priority from real impact and contract tier, so the queue reflects what truly matters.
The receiving team gets a one-line ticket and reopens the investigation from scratch.
Each handover carries the account, the reproduction state, and the reasoning, so the team starts where the agent left off.
Careful triage happens for the loud tickets. The quiet ones get a default queue.
Every escalation gets the same read, from the enterprise outage to the single quiet report.
Routing accuracy depends on which lead is triaging and how buried they are.
One routing judgment applied identically to every ticket, on every shift.
An ambiguous ticket gets forced into a queue to clear the triage backlog.
When ownership is genuinely unclear, the agent routes to a triage owner with its reasoning instead of forcing a wrong team.
Held to a quality bar, on every run
Every route is checked against eval test cases written for this exact job before the ticket moves. If a run fails the bar, it never ships.
Escalation ManagerSampling 2% of live runs · 95% passing this week
Shaped by your team, not a template
Experts and engineers tune Escalation Manager to your playbooks. Every change ships through the same evals.
Drag and drop
Compose agents and workforces on a visual canvas. Drag in agents, tools, and approvals in a flow anyone on the team can read.
Drag and drop
Compose agents and workforces on a visual canvas. Drag in agents, tools, and approvals in a flow anyone on the team can read.
Ticket TriagerBuild with AI
Describe the agent in plain language and Invent builds it: the prompt, the tools, and the evals to prove it works.
Build with AI
Describe the agent in plain language and Invent builds it: the prompt, the tools, and the evals to prove it works.
Claude Code
CodexBuild with MCP
Engineers drive the same platform from Claude Code, Codex, or Cursor. Create agents, link knowledge, and run evals over MCP.
Build with MCP
Engineers drive the same platform from Claude Code, Codex, or Cursor. Create agents, link knowledge, and run evals over MCP.
Built for enterprise teams
Run agents on your real data with the access controls, audit trails, and residency guarantees enterprises require all built in.
Security & data privacy
- Data residency
- PII masking
- Audit logs
- No training on your data
Access & controls
- Role-based access control
- SSO / SAML
- Human-in-the-loop approvals
- Version control
Monitoring & oversight
- Real-time monitoring
- Full agent tracing
- Cost visibility
- OTEL & Delta Share export
"The ability to be vendor agnostic and the ability to scale across a breadth of functions is a really key feature."
Levi Watters
Partner, KPMG Australia
"The key for us was how we can modularize industry knowledge and the best playbooks, and apply it."
Allen Roh
Senior Marketing Manager, Autodesk
"We're looking for every place where AI can allow sellers and customer success reps to be more engaged with customers."
Rob Giglio
Chief Customer Officer, Canva
"The ability to be vendor agnostic and the ability to scale across a breadth of functions is a really key feature."
Levi Watters
Partner, KPMG Australia
Team it up with more customer support agents
Resolved · CSAT 5Ticket Resolver
Resolves routine tickets, escalates the rest.
Bug reported- 1Reproduced the issue
- 2Checked open issues
- Filed · clean repro
Bug Report Triager
Reproduces reports and files clean engineering bugs.
Breach risk · 2h leftSLA Watchdog
Reprioritizes the queue before an SLA breaks.
Fix: slow first replyCSAT Responder
Recovers low CSAT scores and surfaces the drivers.
Every agent you add shares one stack
These agents all run on one platform: one gateway, one router, one eval suite, one audit trail. Every agent after the first ships faster.
- Triggered by key events or signalslike Zapier
- Given access to contextlike Zep
- Connected to your appslike Composio
- Access to all LLMslike OpenRouter
- Performance evaluatedlike Braintrust
- No-code agent builderlike Dust.tt
- Coordinated into teamslike CrewAI
- Kept alive through long-running worklike Temporal
- Traced at every step of every runlike Langfuse
Put the Escalation Manager to work this quarter
We partner with enterprise teams to take this work off their plate. An agent built with you, proven against your quality bar, and live in weeks.