AI triage

AI triage speeds up the first minutes of a ticket’s life without taking the decision away from your team.

What it does

• Categorization — suggests the category and priority from the ticket’s content.
• Routing — proposes the right queue or team.
• Duplicate detection — flags when a ticket looks like one already open.

Signals you can see

Every AI suggestion comes with the signals behind it, so a technician can see why a ticket was categorized or flagged a certain way and override it. AI assists; it does not decide silently.

It learns from resolved tickets

Confirmed resolutions feed categorization and the knowledge base, so triage improves as your team works.

Governed AI

Like all AI on the platform, triage runs through the governed AI gateway — metered, policy-checked and audited. Turn it on or off per workspace under Admin → Settings.