Profile
From incoming question to the right team, with the context already attached.
Support requests arrive unsorted. Someone has to read, classify and pass them on before the real work starts.
Support Triage takes over that first step and leaves judgement with people wherever it is needed.
What it does, step by step
- Receive the requestFrom email, a form, chat or the ticketing system.
- Identify the topicClassify by category and product based on previous tickets.
- Assess urgencyJudge it against agreed criteria and SLAs.
- Add contextAttach customer details, earlier tickets and relevant documentation.
- RouteTo the team or person who can answer the question.
- Prepare a replyFor familiar questions, draft an answer ready for review.
Works with these systems
Zendesk- Freshdesk
Jira Service Management
Confluence
SharePoint- Help centre
- CRM
- APIs
Is your system not listed? We can connect any system, even if there is no standard integration. View all integrations.
What runs automatically and what does not
You stay in control.
Not every decision should be made automatically. For each workflow, we set out:
- What can happen automatically.
- What is put forward for approval first.
- When a person is brought in.
- What information is stored.
- How actions are logged.
Is this a fit for your organisation?
A good fit if
- You receive support requests every day through several channels.
- Triage currently takes up the time of subject-matter specialists.
- There are recognisable categories and recurring questions.
- Documentation or a knowledge base is available.
Less of a fit if
- Volume is low and everyone picks up everything themselves.
- Almost every question is unique and needs in-depth investigation straight away.
- There are no categories and none can be created.
- There is no documented knowledge at all to fall back on.
What it can deliver
- Faster first response
- Fewer misrouted tickets
- More consistent prioritisation
- More time for complex questions
Directions, not promises. As soon as there is evidence from a client project, it will appear here as a substantiated result.
Frequently asked questions
Which support requests can an AI employee handle on its own?
The repeat questions whose answers are in your knowledge base or documentation. Think order status, opening hours, returns policy, password resets and instructions. Anything that calls for judgement or an exception goes to a person.
How do you stop the AI from making things up?
By letting it answer only from your own sources and showing the source with the answer. If the answer is not there, it says so and hands over. That is a configuration choice, not a hope.
Can it answer in English or German as well?
Yes, as long as your source material covers those languages or may be translated. We agree in advance which languages are and are not supported, because half-translated answers are worse than referring someone on.
Does this work inside Zendesk or Jira Service Management?
Yes. It works in the ticketing system you already have, so the overview and the history stay in one place.
What if a customer is angry?
That is exactly one of the signals we escalate on. Tone and urgency are part of the triage, not just the topic.
How to put this to work
- 1A short callTogether we look at your process and your systems, and whether this task is the best place to start.
- 2Set up on your rulesIntegrations with your own systems, and agreeing what may run automatically and what a person approves.
- 3Measure and adjustFirst alongside your team, only then on its own. We look at what it delivers and adjust.