Direct answer
Read each admitted ticket with its customer and account context, classify it against a maintained taxonomy, calculate priority from explicit rules, and route it to the right queue with a draft reply. Customer-facing sends and low-confidence escalations should remain reviewable until the workflow is proven.
01
The workflow
- 01
Normalize the ticket context
Combine the ticket body, product area, account tier, recent conversation, and known incidents into one reviewable input without overwriting the original ticket.
- 02
Classify and score urgency
Apply the maintained category and escalation taxonomy. Use explicit rules for outage, security, payment, and high-value-account signals, with confidence captured separately.
- 03
Draft and route
Assign the queue and suggested owner, prepare a grounded reply, and include the source context an agent needs to accept or correct the result quickly.
- 04
Learn from corrections
Record category, priority, and routing corrections as structured feedback. Review repeated exceptions before widening automatic actions.
02
Finished artifact
A queue an agent can start from
Triage is complete when each ticket has a reasoned category, priority, owner path, and reviewable response, not when the model has produced a label.
- Category, product area, and confidence
- Priority with the rule that triggered it
- Account context and related incident links
- Suggested owner and escalation path
- Draft reply plus unresolved questions
03
Setup checklist
- Freeze a small category and escalation taxonomy.
- Map ticket fields and queues in the support system.
- Define deterministic urgency and account-tier rules.
- Choose confidence thresholds for automatic routing.
- Keep customer-facing replies draft-first at launch.
Authority boundary
Customer-facing replies stay draft-first.
Start with the smallest useful authority. Expand it only after the team has reviewed settled outputs and the exception path is working.
Product evidence
Support queue triage
Open the day with every ticket categorized, drafted, and routed with customer context.
- Trigger
- Scheduled
- Finished output
- Queue health report, draft replies, escalations, and owner routing.
- Supported sources
- Zendesk, Intercom, Pylon, Slack, HubSpot, Notion
04
Sources and verification
These links support the system capabilities and product workflow described above. The page was reviewed on 2026-08-31.