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Triage Tidio support tickets by what the customer wrote

New email tickets land in the Unassigned folder in Tidio, and someone has to open each one, read it and decide who gets it and how urgent it is before any reply is written.

Cotlet does it in your own Tidio account with list_tickets, get_ticket, list_operators and update_ticket, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Tidio do this on its own?

Tidio Workflows check a ticket's status, tag or assigned agent and can change the status, add a ticket tag or remove the assignee (checked 17 Oct 2026). They act on fixed conditions, not on what the customer wrote. The OpenAPI has an update ticket endpoint on Plus and Premium, and no official MCP server can call it. Nothing in Tidio reads a ticket and picks priority, department and tag from its content, which is the gap this job fills.

How you do it in Tidio today

  1. An operator opens the Inbox from the icon in the top-left corner of the Tidio menu bar and opens the Unassigned folder, one of the three default folders next to My open and Solved.
  2. In each ticket, the top bar shows the current assignee, status and priority, and the operator changes whichever is wrong.
  3. To send a ticket to a team, the operator picks a department from the Assignee button or the three-dots menu; only agents of that department then see it in Unassigned.
  4. Under the Info tab, Add ticket tag attaches a tag from Settings > Tags, which the custom ticket views then filter on.
  5. The same read-and-sort repeats for every new ticket, and a Monday backlog is the slowest part.

How to triage Tidio support tickets by what the customer wrote

Prompt

Go through the Unassigned tickets in Tidio. Set the priority from what the customer wrote, put refund requests with the Billing department and add a tag, and leave anything unclear for me.
  1. 01

    Collect the unassigned queue

    list_tickets runs on the unassigned folder and pages through the cursor until it ends, so a long backlog is triaged as one batch and not only its first page.

  2. 02

    Read each ticket

    get_ticket brings the subject and the messages, so priority comes from what the customer wrote and not from the subject alone. A message that asks for a refund, a chargeback or a cancellation is a billing ticket.

  3. 03

    Find the right people

    list_operators returns operators with their departments, so the agent assigns only to names and departments that exist in your account and never invents one.

  4. 04

    Apply the change, once

    update_ticket sets priority, department and tags in one call per ticket. It changes nothing the customer sees, and a wrong call is undone by calling it again with the old values.

  5. 05

    Keep unclear tickets for you

    A ticket with no clear topic, a mixed question or a language the agent does not read stays in Unassigned with a one-line reason in the report.

What you get back

Example data

Unassigned tickets: 14
Priority urgent 2 (site down, double charge)
Sent to Billing 4 and tagged refund
Sent to Support 6, priority normal
Left for you 2:
- #10491 "Question" (empty body)
- #10497 (mixes a refund and a feature request)

Other ways to ask

  • Every morning at 8, set priority on new tickets and show me a count per tag.
  • Tag every ticket that mentions an order number with orders, and change nothing else.
  • List tickets that are Pending for more than a week and tell me which customers went quiet.

What Tidio allows, and what to know first

  • A Tidio ticket has three statuses: Open, Pending and Solved. Pending means you wait for the customer, and a customer reply moves it back to Open.
  • A ticket sent to a department shows in the Unassigned folder, and only agents of that department see it and can assign it to themselves.
  • Ticket tags belong to the ticket thread only; customer tags belong to the contact, so triage tags do not leak onto the contact.
  • The OpenAPI lists a ticket priority as low, normal or urgent, and a ticket status as open, pending or solved.

update_ticket changes only your own Tidio data and reach no one else, so it runs without asking first.

Sources: Tidio Help: Email (Ticketing) · Tidio Help: Workflows · Tidio Help: Custom ticket Views (Email) · Tidio developers: Get tickets

Call update_ticket from a script

curl

curl -X PATCH https://cotlet.dev/api/v1/tidio/tickets/10477 \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"priority":"urgent","department":"Billing","add_tags":["refund"]}'

Example response

{
  "ticket_id": 10477,
  "status": "open",
  "priority": "urgent",
  "assignee": null,
  "department": "Billing",
  "tags": [
    "refund"
  ]
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is tidio_write → update_ticket. Example data.

Schedule it in n8n, Make, Zapier or cron

Tidio tools this automation uses

Cotlet Tidio tools used to triage Tidio support tickets by what the customer wrote
Tool Parameters
list_tickets folder, status, limit, cursor
get_ticket ticket_id
list_operators none
update_ticket ticket_id, status, priority, assignee, department, add_tags, remove_tags
All 14 Tidio tools with descriptions

Frequently asked questions

Is it safe to connect Tidio to Cotlet?

Yes. You sign in to Tidio yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Tidio once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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