Categorize, prioritize, and route every incoming support ticket to the right team or agent in seconds — not hours.
Trusted by Randstad across 30 countries
Your AI Ticket Triager is a digital employee that sits at the front of your support queue and ensures every ticket reaches the right destination without manual sorting. It reads the ticket content, classifies it by topic, urgency, sentiment, and product area, then routes it to the appropriate team or individual agent based on your rules. VIP customers get priority routing. Urgent issues trigger immediate alerts. Duplicate tickets are merged. For enterprise support teams handling thousands of tickets daily, the AI Ticket Triager eliminates the bottleneck of manual triage and cuts time-to-first-response dramatically.
Reads ticket content and classifies by topic, product area, issue type, and complexity. Goes beyond keyword matching — understands context and intent.
Assigns priority based on issue severity, customer sentiment, account tier, and SLA requirements. Critical issues get flagged immediately.
Routes tickets to the right team based on skill-based routing rules, availability, workload balancing, and customer preferences.
Identifies when the same customer submits multiple tickets about the same issue. Merges duplicates and links related tickets.
Recognizes VIP customers, enterprise accounts, and high-value segments. Routes them to senior agents with priority SLAs.
Tracks ticket volume by category, routing accuracy, time-to-first-response, and team workload distribution. Data-driven triage optimization.
Set up your ticket taxonomy — topics, product areas, priority levels — and define which team or agent handles each category.
Link Zendesk, Intercom, Freshdesk, or your custom ticketing system. Tickets flow through the triager automatically.
Configure VIP detection, SLA thresholds, and alert triggers. Deploy and every incoming ticket is triaged in seconds.
A SaaS company with 5 support teams (billing, technical, onboarding, enterprise, general) uses the AI Triager to route 2,000 daily tickets to the correct team.
Outcome
Misrouted tickets dropped from 25% to under 3%. Average first-response time reduced by 45%.
A telecom provider triages service outage reports, billing disputes, and equipment issues across phone, email, and social channels.
Outcome
Outage reports routed to engineering within 30 seconds. Customer escalation rate reduced by 40%.
A health insurance provider triages member inquiries by coverage questions, claims status, provider lookup, and appeals — routing to specialized teams.
Outcome
Claims-related tickets reach the correct adjuster 95% of the time. Member satisfaction improved by 20%.
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