Ticket triage is the manual process of reading incoming support requests, categorizing them, assessing urgency, and assigning them to agents. Manual triage consumes significant manager time and often results in inconsistent prioritization and delayed first response.
Automated triage reads each incoming ticket, extracts the issue category and urgency level, retrieves customer context from the CRM, and routes the ticket to the best-fit agent in real time. The support manager reviews only escalations, freeing up hours each week.
The full workflow, from trigger to completion.
Email, chat, or web form submission triggers the workflow. The system captures the sender, subject, body, and timestamp.
The automation reads the ticket text, extracts the issue category, urgency level, and required fields (account number, order ID, product name). It flags missing information.
The automation queries using the sender email to fetch customer account details, purchase history, and previous ticket count. This context is attached to the ticket.
If urgency is high (service down, angry customer, payment issue), the ticket is escalated. Otherwise, it proceeds to standard assignment.
The automation selects the automation based on skill tags, current ticket count, and category match. It updates the ticket with the assignment.
If critical fields are missing, an automated email template is sent to the customer asking for the required information. The ticket is tagged as awaiting customer input.
A formatted message is sent to the assigned with ticket summary, customer context, and a direct link to the ticket.
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