Classifies inbound tickets, identifies request patterns, routes exceptions with full context.
Activation complexity
Low
Time to activate
5-10 days
Volume share
100% of tickets pass through triage
Impact range
92-97%
Inherited pricing
€0.30 – €0.90 per ticket handled
This capability shares the Support Agent's metered unit. A ticket handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
Ticket Triage & Routing is the foundational capability of the Support Agent. It reads every inbound ticket, applies the approved category taxonomy, checks customer context, and decides whether to resolve directly, ask a clarifying question, or route to a human with reasoning attached. It runs inside your existing help desk — no new tool for the team to learn.
Workflow summary
Parses ticket content, applies category taxonomy, checks customer context, decides resolve-or-route, and delivers context-rich routing to humans when needed.
Stages
Decision logic
Uses issue classification, approved business rules, and customer context to pick the safest action.
Systems and data
{"help desk",CRM,"knowledge base"}
{"ticket content","customer tier","category taxonomy","account state"}
Exceptions & human handoff
Low-confidence classifications and policy-sensitive categories route to humans with classification reasoning attached.
On low confidence, policy-sensitive category, VIP customer, or unrecognized pattern.
Readiness
Defined category taxonomy, clean ticket history for training, named escalation owners.
Owner on client side · Support Ops Lead
Impact contribution
30-50% of the role's total deflection typically flows through the triage capability because it sets the routing quality for everything downstream.
Primary KPI · Correct-route rate · 92-97%
The chat opens with Support Agent and Ticket Triage & Routing pre-selected. You can add other capabilities during the conversation.