Reads every incoming ticket, classifies it, sets priority and drafts the first reply.
Support Triage sits on the front of your inbox or helpdesk and does the work a first-line agent does in the first ninety seconds of a ticket: work out what the customer actually wants, decide how urgent it is, route it to the right queue and draft a reply that a human can send or edit.
Every ticket arrives as unstructured text, often written by someone who is frustrated and in a hurry. The agent reads the message along with the customer record you pass alongside it, then returns a structured verdict: category, sub-category, sentiment, urgency, the product area involved, whether it is a duplicate of an open ticket, and a drafted response in your tone of voice.
It does not send anything by itself. The output is a payload your helpdesk applies. That boundary is deliberate: an agent that classifies wrongly costs you a mis-routed ticket, while an agent that sends wrongly costs you a customer.
The value is not in replacing your support team. It is in removing the twenty seconds of reading and sorting that sits in front of every single ticket, multiplied by the number of tickets you receive. A team handling 400 tickets a day spends roughly two and a half hours purely on triage. At $0.004 a run, having the agent do that costs $1.60.
The agent returns a confidence score with every classification. Below the threshold you set, it declines to guess and flags the ticket for human triage instead. In our experience roughly 6% of tickets fall into that band, and they are overwhelmingly the ones where guessing would have been expensive anyway.