AI-Powered IT Ticket Routing for Secure Enterprises

Build and deploy SOC II compliant ticket routing workflows as APIs using Jinba Flow. IT teams route tickets accurately while keeping every assignment governed and auditable.

Book a Demo

AI-powered IT ticket routing automation software for enterprise IT operations teams. The workflow should show how an incoming IT support ticket is automatically categorized, enriched with context, routed to the right team based on priority and type, escalated if needed, and logged for audit. Include at least one routing condition based on ticket priority or category, a human approval/review step for escalations, Slack or email notifications to the assigned team, and a final audit log entry. The workflow must enforce governance and auditability at every step.

Jinba
Building workflow...
Scroll to see workflow

Trusted by

Suntory
Writeup Consulting
bloomo
Suntory
Writeup Consulting
bloomo
Suntory
Writeup Consulting
bloomo
Suntory
Writeup Consulting
bloomo
Suntory
Writeup Consulting
bloomo
Suntory
Writeup Consulting
bloomo
Suntory
Writeup Consulting
bloomo
Suntory
Writeup Consulting
bloomo
Suntory
Writeup Consulting
bloomo
Suntory
Writeup Consulting
bloomo
Backed by Combinator

Jinba's Enterprise IT Ticket Routing Automation Solution

Workflow diagram

Jinba's SOC II compliant platform enables Fortune 500 IT teams to build and deploy AI-powered ticket routing workflows that eliminate misrouting, enforce governance, and integrate into your existing enterprise stack. With Jinba Flow's visual editor and Jinba App's controlled execution environment, your team can automate complex routing logic without sacrificing compliance or auditability.

  • Describe your ticket routing logic in natural language and refine it visually using Jinba Flow's flowchart editor to match your exact support tiers and team structure
  • Configure routing rules and thresholds by ticket category, priority level, and SLA requirements with conditional branching for exceptions and escalation paths
  • Validate and enrich incoming tickets automatically by pulling data from connected systems such as your CMDB, Jira, or ServiceNow to ensure accurate assignment
  • Maintain a complete audit log of every routing decision, assignment, and escalation with timestamps and user details for compliance and governance requirements

How Jinba Automates IT Ticket Routing

Jinba
Send weekly metrics to Slack every Monday at 9am
1
Build in Jinba Flow

Describe your ticket routing rules in plain language, such as hardware tickets go to Tier 2 and P1 incidents escalate to the on-call engineer. Jinba generates the workflow and you refine it in a visual flowchart editor.

test_runner.log
Running workflow test...
✓ Input validation 12ms
✓ Fetch from Sheets API 847ms
✓ Process 24 rows 156ms
✓ Send to #sales 203ms
PASS All steps completed 1.22s
Output preview:
"sent": true, "channel": "#sales"
2
Deploy securely (API / batch / MCP)

Publish the routing workflow as an API or MCP server so it integrates directly into your existing ticketing stack. Use on-prem or private cloud deployment with SSO and RBAC to meet enterprise security requirements.

3
Run in Jinba App (guardrailed UI)

IT staff and support users interact with the workflow through Jinba App via chat or auto-generated forms. Tickets are routed, assigned, and escalated automatically while every action is captured in a governed audit trail.

Enterprise Ready

Control, security, and support for large organizations.

On-Prem
Jinba
Private

On-premises or private cloud hosting

Run Jinba in your own environment with full data control.

Team Permissions
128 Active
Sarah Chen
Sarah Chen Engineering Lead
Workflows
Michael Ross
Michael Ross Product Manager
Analytics
Guest User
Guest User External Auditor
Admin Access
SSO Enforced
Updated 2m ago

Advanced access control

Role-based permissions and SSO integration.

audit_stream.log
1
[200] 09:14:22 GET /api/v1/health_check
2
[INFO] 09:14:23 Worker node_04 connected
3
[AUTH] 09:15:01 User admin@corp verified
4
[AUDIT] 09:15:02 Role assignment update
5
// Syncing to edge...
6
[200] 09:15:08 Config updated

Audit logging

Complete compliance and security oversight tracking.

User
Marketing
RESTRICTED
HR
ALLOWED
Screening
Automation

Organization management

Spaces, roles, and approvals for your team.

OpenAI
Gmail
Slack
HubSpot
Salesforce
Notion
Linear
GitHub
Teams
Dropbox
OpenAI
Gmail
Slack
HubSpot
Salesforce
Notion
Linear
GitHub
Teams
Dropbox

Pre-built & custom integrations

100+ pre-built integrations plus custom connectors for your internal systems.

Alice
Alice 10:42 AM
We need a connector for our internal CRM. Is this possible?
James
James 10:43 AM
Sure! Can you share the API spec?
Alice
crm_api_spec.pdf
James
Got it. I'll have the connector ready by tomorrow.
James
James Next day
Connector is live!
Alice
Thank you!

Dedicated Engineer Support

Work side-by-side with our engineers to remove blockers and accelerate your workflow development.

AWS Bedrock Claude 3.5 Sonnet
Azure OpenAI GPT-4 Turbo
Meta Llama 3 Self-hosted 70B

Private model hosting

Use Bedrock, Azure AI, or your own models securely.

On-Prem
Jinba
Private

On-premises or private cloud hosting

Run Jinba in your own environment with full data control.

Team Permissions
128 Active
Sarah Chen
Sarah Chen Engineering Lead
Workflows
Michael Ross
Michael Ross Product Manager
Analytics
Guest User
Guest User External Auditor
Admin Access
SSO Enforced
Updated 2m ago

Advanced access control

Role-based permissions and SSO integration.

audit_stream.log
1
[200] 09:14:22 GET /api/v1/health_check
2
[INFO] 09:14:23 Worker node_04 connected
3
[AUTH] 09:15:01 User admin@corp verified
4
[AUDIT] 09:15:02 Role assignment update
5
// Syncing to edge...
6
[200] 09:15:08 Config updated

Audit logging

Complete compliance and security oversight tracking.

User
Marketing
RESTRICTED
HR
ALLOWED
Screening
Automation

Organization management

Spaces, roles, and approvals for your team.

OpenAI
Gmail
Slack
HubSpot
Salesforce
Notion
Linear
GitHub
Teams
Dropbox
OpenAI
Gmail
Slack
HubSpot
Salesforce
Notion
Linear
GitHub
Teams
Dropbox

Pre-built & custom integrations

100+ pre-built integrations plus custom connectors for your internal systems.

Alice
Alice 10:42 AM
We need a connector for our internal CRM. Is this possible?
James
James 10:43 AM
Sure! Can you share the API spec?
Alice
crm_api_spec.pdf
James
Got it. I'll have the connector ready by tomorrow.
James
James Next day
Connector is live!
Alice
Thank you!

Dedicated Engineer Support

Work side-by-side with our engineers to remove blockers and accelerate your workflow development.

AWS Bedrock Claude 3.5 Sonnet
Azure OpenAI GPT-4 Turbo
Meta Llama 3 Self-hosted 70B

Private model hosting

Use Bedrock, Azure AI, or your own models securely.

Build Governed IT Ticket Routing Workflows with Jinba

If your IT team is still manually sorting and assigning tickets, Jinba Flow can turn your routing logic into a secure, deployable workflow that integrates into your existing enterprise stack.

Book a Demo

Frequently Asked Questions

Everything you need to know about Jinba. Can't find the answer you're looking for? Reach out to our support team.

How does Jinba route tickets without manual intervention?

Jinba Flow lets you define routing rules based on ticket category, priority, and other attributes. When a ticket arrives, the workflow validates and enriches it, then automatically applies your rules to assign it to the correct team or individual without any manual sorting.

Can routing logic handle escalations and exceptions?

Yes. Jinba's visual workflow editor supports conditional branching so you can define escalation paths for high-priority tickets, exceptions for specific categories, and fallback assignments when primary queues are unavailable. All exception paths are governed and logged.

Does Jinba integrate with Jira or ServiceNow?

Jinba supports integrations and connectors for common enterprise tools. Workflows built in Jinba Flow can pull context from and push updates to systems in your existing IT stack, including ticketing and ITSM platforms, through its API and connector capabilities.

How is ticket routing data kept secure and compliant?

Jinba is SOC II compliant and supports on-prem and private cloud deployment, SSO, and role-based access control. Every routing action is captured in an audit log with timestamps and user details, giving you the governance trail needed by enterprise security and compliance teams.

Can non-technical IT staff use the routing workflows?

Yes. Workflows built in Jinba Flow are executed through Jinba App, where users interact via chat or auto-generated forms. This separates workflow design from execution so support staff can submit and track tickets without ever touching the underlying logic.

Can I build ticket routing workflows without writing code?

Jinba combines chat-to-flow generation with a visual editor, allowing solution engineers and IT automation teams to build sophisticated routing workflows without custom code. You describe the logic, Jinba drafts the workflow, and you refine it in an intuitive flowchart interface.

How does Jinba support audit and compliance requirements?

Every workflow execution in Jinba generates a detailed audit log capturing routing decisions, assignments, escalations, timestamps, and the users involved. This creates a complete, immutable record that supports internal audits and enterprise compliance requirements.

Build your way.

The AI layer for your entire organization.

Get started free