Triage is the first thing the AI does with a new ticket. It reads it and fills in five labels. Those labels sort your inbox, decide whether the AI may answer by itself, pick the model for hard tickets, and trigger alerts for upset customers.
Where to find it:
Triage runs when Sort every new ticket is on under Settings, AI, What the AI does by itself, and an AI key is saved. The labels show in the AI card in the ticket sidebar, as badges in the Inbox, and in Analytics.
What is sent:
The subject and the first message, up to 4000 characters, go to your Sorting (fast and cheap) model. The AI must answer in fixed fields, not prose, so the labels always come back the same way.
The categories:
- license: a lost, missing or non-working key.
- install: installation or setup help.
- howto: a usage question.
- bug: something broken.
- sales: a question before buying.
- feature: a feature request.
- spam: junk or unrelated.
- other: anything else.
- Two more cover payment questions, and are always left for a person.
The moods:
happy, neutral, confused, frustrated and angry. A frustrated or angry ticket gets a hot badge in the Inbox, and can ping Slack. See Escalation, Slack Alerts And SLA Breaches.
Priority:
low, normal, high or urgent. It sets the ticket's priority, which you can change from the ticket header.
Product:
The AI is given the short codes you saved under Settings, Products and picks one. With no products saved, nothing is offered and the AI does not guess. When a customer picks a product on your contact page, that choice is used instead. Good product codes keep your Analytics product table and licence lookups accurate.
Confidence:
Every ticket gets a score from 0 to 100 percent. It shows in the ticket sidebar and is the gate auto-resolve checks against How sure must it be to act by itself? on Settings, AI. Sorting that was less than half sure also sends the ticket's draft to your Hard tickets model.
Running it again:
Press Sort It Again on any ticket to run triage again, for example after you add products under Settings, Products. Nothing is sent to the customer.
What triage changes on the ticket:
- Category, mood and confidence are written onto the ticket and shown in the AI card.
- Priority is set from triage, so an urgent message arrives as Urgent.
- The product is set unless the customer already chose one.
- An angry ticket sends you the angry ticket alert, and with Slack connected, any ticket at or above your chosen mood pings your channel.
When triage does not run:
- No AI key is saved, or the monthly limit is reached.
- Sort every new ticket is off.
- The ticket was imported. Imported tickets arrive silently.
You can always run it by hand with Sort It Again.
What it costs:
Triage runs on your Sorting (fast and cheap) model and reads only the subject and the first message, so it is the cheapest job the desk does. What the AI costs you on Settings, AI shows it as Sorting a ticket.
A real example:
"Planner Pro says licence not valid after updating" comes in from Liam. Triage labels it license, frustrated, high, planner-pro, 95 percent. Because 95 is above Sam's 90, the AI may answer it by itself; because it is frustrated, it gets a hot badge in the Inbox and counts as upset at Sam's Frustrated setting on Settings, Automation.
Reading the AI card:
- Category: what the ticket is about.
- Sentiment: the mood.
- Confidence: how sure the sorting was, as a percentage.
- Auto-resolved: shown when the AI answered by itself.
Tips:
- Look at What people write about on Analytics. Each big bar is a question worth a help article.
- Keep your product short codes the same as in your sales data. See Your Products, Prices And Other Addresses.