AI Triage

Automatically tag, categorize, and route incoming tickets

AI Triage automatically categorizes, tags, and routes incoming tickets to the right team or person. Instead of manually sorting through your queue, let AI handle the organization so your team can focus on resolving issues.

How it works

 ┌──────────┐     ┌──────────────┐     ┌──────────────────────────────────┐
 │ Customer  │────▶│   AI Triage  │────▶│  Sorted & Ready                  │
 │ creates   │     │  reads the   │     │                                  │
 │ ticket    │     │  ticket and: │     │  [billing]     → Finance Team    │
 └──────────┘     │              │     │  [bug-report]  → Engineering     │
                   │  • Tags it   │     │  [how-to]      → Support Tier 1  │
                   │  • Routes it │     │  [urgent]      → Senior Agent    │
                   │  • Prioritizes│     │                                  │
                   └──────────────┘     └──────────────────────────────────┘

1. A customer creates a ticket

2. AI Triage reads the content using the First Customer Message trigger

3. It automatically tags, categorizes, and assigns the ticket

4. The ticket lands in the right queue, ready for a human agent (or AI Agent)

Who is it for?

• Teams overwhelmed by manual ticket sorting

• Support organizations with multiple teams or skill-based routing

• Companies that want better reporting through consistent tagging

• Anyone who wants to combine triage with AI Agent for a two-stage workflow

What it can do

Capability	Description
Tag tickets	Automatically add tags based on ticket content (e.g., "billing", "bug", "feature-request")
Assign to agents	Route to specific team members based on expertise
Assign to groups	Route to team queues (e.g., "Billing Team", "Technical Support")
Update fields	Set priority, status, or custom fields
Leave internal notes	Add context about why the ticket was categorized a certain way

Setting it up

1. Create a Help Desk Agent from your dashboard

2. Connect your helpdesk — Zendesk, Freshdesk, Intercom, Gorgias, or Jira

3. Train on your knowledge — So it understands your product and support categories

4. Configure actions:

   • Add Tag Ticket as the primary action

   • Add Assign Ticket to Group for routing

   • Optionally add Update Ticket for priority/status

   • Optionally add Leave Internal Note for context

5. Set the trigger — Use First Customer Message so it runs before anyone replies

6. Write triage instructions — Define your categories, routing rules, and priority levels

Writing triage instructions

Good triage instructions define clear categories and routing rules. Here's an example:

You are a ticket triage agent. When a new ticket comes in, do the following:

1. Read the ticket content carefully.

2. Tag the ticket with ONE of these categories:
   - "billing" — Payment issues, refunds, subscription changes
   - "bug-report" — Something is broken or not working as expected
   - "how-to" — Customer needs help using a feature
   - "feature-request" — Customer wants something new
   - "account" — Login issues, password resets, account changes

3. Assign based on the tag:
   - billing → Billing Team
   - bug-report → Engineering
   - how-to → Support Tier 1
   - feature-request → Product Team
   - account → Support Tier 1

4. Set priority:
   - "urgent" if the customer mentions being unable to use the product
   - "high" for billing issues
   - "normal" for everything else

5. Leave an internal note explaining your categorization.

Combining Triage with AI Agent

A powerful setup is to use AI Triage and AI Agent together:

 ┌──────────┐     ┌──────────┐     ┌──────────────────────────────┐
 │ Incoming  │────▶│  Triage  │────▶│  Tagged & Routed              │
 │ ticket    │     │  Agent   │     │                               │
 └──────────┘     └──────────┘     │  [how-to] → AI Agent handles  │
                                    │  [billing] → Human agent      │
                                    │  [bug]    → Engineering       │
                                    └──────────────────────────────┘

• Triage Agent (triggers on first message): Tags and routes every ticket

• AI Agent (triggers on specific tags): Handles tickets it's qualified for

• Human agents handle everything else

Related

• AI Agent — Pair with triage for full automation

• Actions reference — All available triage actions

• Triggers reference — Trigger options for triage