What is ticket triage?
Ticket triage is the process of reviewing incoming support tickets to decide what each one is about, how urgent it is and who should handle it, so the most important issues are worked first. AI triage does this automatically by reading each ticket and setting category, priority and owner.
What triage decides
| Decision | Example |
|---|---|
| Category | Billing, bug, how-to |
| Priority | Urgent, high, normal |
| Owner | Team or agent |
| Duplicate? | Linked to existing incident |
Manual vs AI triage
| Manual | AI | |
|---|---|---|
| Speed | Minutes to hours | Seconds |
| Consistency | Varies | Consistent |
| Scale | Limited | Unlimited |
Example
"Charged twice this month" → billing, high priority, billing queue.
