AI triage

AI Triage runs automatically on every new ticket the moment it arrives.

What it does

1. Priority: Critical, High, Medium, or Low based on urgency signals in the subject and body.
2. Category: classifies the issue (Software, Hardware, Account Access, Network/VPN, Permissions, Other).
3. Summary: one sentence describing the issue so agents can triage at a glance.
4. Suggested fix: a concise resolution suggestion, based on matching KB articles when there are any.
5. Draft reply: a complete response ready for your agent to review, edit, and send.
6. Smart routing: assigns the ticket to the agent or team whose specialties match the category.

Improving accuracy

When a ticket matches articles in your Knowledge Base, triage bases the suggested fix on them, and the draft reply builds on that fix. Articles that cover your most common issues make both more specific.

Disabling triage

Each AI feature can be toggled independently under Admin Portal → AI Settings.