The problem
A small IT support firm's support inbox mixes password resets, new laptop requests and printer faults with the occasional "nobody can log in" or "I think I clicked a bad link". Whoever is on the desk reads each one to decide what it is and who takes it. At 300 emails a month and about 3 minutes each, that is 15 hours a month, and a possible security incident can sit behind routine requests.
What the AI does
Jev is a decision model that software calls through an API; routing support tickets by issue and urgency is one of the uses TypeSafe lists. A Zapier automation sends each new email to the support address to Jev with questions set in advance: which category it belongs to (access and passwords, hardware, software, new starter or leaver, other), whether it describes an outage affecting several people, and whether it could be a security incident. Jev answers with one of the allowed categories or a probability. Zapier labels the email and sends the on-call technician an alert for likely outages and security incidents. Anything Jev isn't confident about is left for a person to sort. Technicians still read and log every request in the PSA.
A worked example
A four-technician IT support firm in Reading gets about 300 support emails a month into one shared inbox. One of the technicians builds a Zapier automation that sends each email to Jev, labels it by category and texts the on-call technician about likely outages and security incidents.
Before
About 3 minutes reading and sorting each of 300 emails, 15 hours a month
After
Emails arrive labeled, about 4 hours a month on the uncertain ones, with outages and incidents seen first
What it's worth
About $512£385€458A$739C$724 a month of technician time saved, against about $20£15€18A$29C$28 to $29£22€26A$42C$41 for Zapier and a few pence for Jev. Sorting drops from 15 hours to about 4 hours a month, saving 11 hours, which is $512£385€458A$739C$724 if that time is worth $47£35€42A$67C$66 an hour; catching incidents sooner isn't counted.
How to set it up
- Check that TypeSafe will give you an API key from its console: Jev is in early access.
- Agree your categories and what counts as an outage or a possible security incident, in plain words, as Jev's questions.
- In Zapier (Pro plan or above, which includes webhooks), trigger on new emails to the support address and send each to Jev's API with your questions.
- Add steps that label each email, alert the on-call technician for likely outages and incidents, and leave anything below your confidence level for a person to sort.
- Run it for two weeks alongside your usual triage, compare Jev's labels with the technicians' choices, and adjust the questions and thresholds.
- Keep logging every request in your PSA as now: the labels set the reading order, not the record.
What goes wrong
- Support emails can contain client personal data and sometimes passwords. Check TypeSafe's and Zapier's terms and data processing agreements against UK GDPR and your client contracts first; TypeSafe states it doesn't train on customer requests.
- Never let a missing label delay a reported incident: someone still reads the whole inbox through the day, and clients still have a phone number for emergencies.
- Each email uses about 2 Zapier tasks, so 300 emails a month fit the 750-task Pro tier; a busier desk needs a larger tier.
- Automations can fail silently. If labels stop appearing, check Zapier's task history and fall back to sorting by hand.