Project Management Agent
Emails to Tickets, Assignments, and SLA Enforcement
A virtual project manager that reads incoming client emails, converts them into structured tickets, assigns work based on team expertise and current workload, enforces SLA deadlines, sends automated client updates, and escalates overdue items - all operating through your existing chat tools.
INCOMING EMAIL
"We need the Q3 landing pages updated with new pricing by Thursday. Also fix the broken contact form on the services page."
The Challenge
Without automation, project management is a manual coordination effort that leaks time, misses deadlines, and frustrates clients.
Requests Buried in Email
Client requests arrive as unstructured emails across multiple inboxes. Without a system to parse and track them, tasks get lost, duplicated, or forgotten.
SLAs Slip Silently
Nobody tracks delivery windows systematically. Deadlines pass without warning, and teams only discover an SLA breach after the client complains.
No Visibility for Managers
There is no real-time view of what has been requested, what is in progress, or what is overdue. Status updates require asking each team member individually.
Clients Left Without Updates
Clients send follow-up emails asking for status because nobody proactively told them what is happening. This erodes trust and creates more inbox noise.
How It Works
From Email to Tracked Delivery in Six Steps
Email Received
The agent monitors team mailboxes and picks up incoming client requests as they arrive - content changes, bug fixes, new page requests, and more.
Intent and Priority Parsed
NLU reads the email to extract task type, urgency, required expertise, and any deadlines mentioned. Multi-task emails are split into separate tickets.
Ticket Created
A structured ticket is created with all extracted details - task description, priority, SLA window, client reference, and any attached files.
Smart Assignment
The ticket is routed to the right team member based on their specialization, current workload, and availability. Overloaded team members are skipped.
SLA Tracked and Client Updated
Delivery windows are enforced with automated reminders as deadlines approach. Clients receive proactive status updates without needing to ask.
Escalation on Breach
If a deadline is about to be missed, the agent escalates to the department head via Slack, Teams, or Google Chat with full context.
<15s
Email to Ticket
Automatic parsing and ticket creation
94%
SLA Compliance
Up from 68% with manual tracking
0
Missed Requests
Every email is captured and tracked
60%
Less Follow-Up Email
Proactive updates eliminate client chasing
Capabilities
What Gets Automated
Email-to-Ticket Conversion
Parses unstructured client emails and creates structured tickets with task type, priority, deadline, and required expertise - including multi-task emails.
Workload-Based Assignment
Routes tickets to team members based on specialization and current workload. Knows who handles frontend, who handles content, and who has capacity.
SLA Enforcement
Tracks every ticket against client-specific SLA windows. Sends reminders at 50% and 80% of the window, and escalates before breach.
Automated Client Updates
Sends proactive status updates to clients with estimated timelines, progress notes, and completion confirmations - no manual follow-up needed.
Escalation Workflows
Past-due items are escalated to department heads with full context - ticket details, assignee, time elapsed, and client history.
ChatOps Interface
Managers can ask questions in natural language via Slack, Teams, or Google Chat - 'What are all open tickets this week?' - and get instant answers.
Delivery Reporting
Weekly and monthly reports on ticket volumes, SLA compliance rates, team utilization, and average resolution times by task type.
Team Learning
Builds profiles of each team member over time - their strengths, average turnaround by task type, and capacity patterns.
Where It Operates
Slack
Ticket notifications, assignment alerts, escalations, and natural-language status queries - all inside your existing Slack workspace.
Microsoft Teams
Full ChatOps support in Teams channels - ticket updates, SLA warnings, manager dashboards, and team workload views.
Google Chat
Native integration with Google Chat for teams in the Google Workspace ecosystem. Same capabilities, same real-time updates.
Monitors team inboxes for incoming requests and sends client updates and completion confirmations via email.
Jira / Asana / Trello
Syncs tickets to your existing project management tool so nothing lives in two places.
Google Calendar
Deadline awareness from team calendars - avoids assigning work during leave or blocked time.
FAQ
Frequently Asked Questions
How does the agent handle emails with multiple requests?
The agent identifies and separates distinct tasks within a single email. If a client writes 'update the pricing page and fix the broken form,' it creates two separate tickets with appropriate assignments and SLA windows for each.
Can it work with our existing project management tools?
Yes. The agent syncs tickets with Jira, Asana, Trello, Monday.com, and other tools via API. It creates tasks in your existing system while handling the email parsing, intelligent routing, and SLA tracking layer.
How does workload-based assignment work?
The agent maintains a real-time view of each team member's current assignments, average turnaround times, and specializations. When a new ticket arrives, it routes to the person best suited and least loaded - not just round-robin.
What happens when an SLA is about to be breached?
The agent sends reminders at configurable intervals - typically at 50% and 80% of the SLA window. If the deadline passes without completion, it escalates to the department head via the configured chat channel with full ticket context.
Do clients receive automated updates?
Yes. Clients receive an acknowledgement within seconds of sending a request, a timeline estimate once the ticket is assigned, progress updates at configurable intervals, and a completion notification with a summary of what was done.
Can SLA windows be different per client?
Absolutely. SLAs are configured per client and per task type. A premium client's routine request can have a tighter window than a standard client's, and different task types (bug fix vs. new build) can have different delivery targets.
Request a Demo
See how the agent works with your data. Fill in your details and our team will set up a personalised walkthrough for you.