Ticket Triage Copilot

Watches your support inbox and classifies each incoming ticket by product area, urgency and sentiment, then routes it to the queue that owns it. Learns your existing tags rather than imposing its own taxonomy — point it at six months of resolved tickets and it picks up the conventions your team already uses.

Escalates anything it is not confident about instead of guessing, so a misrouted ticket is rare and a silently misrouted one is impossible. Writes its reasoning into the ticket note, so an agent picking it up can see why it landed there.

• Inbound support above roughly 200 tickets a day
• Teams with an established tag taxonomy they want kept
• Shifts where first-response time is the metric that matters

• Queues under about 30 tickets a day — a person is faster and cheaper
• Regulated intake where every classification must be human-signed

Support queues fill faster than anyone can sort them, and the cost of a misrouted ticket is paid twice — once by the customer waiting and once by the agent who has to hand it on.