---
Title: "What Is Ticket Triage? Definition and AI Triage"
Url: "https://computer.io/glossary/ticket-triage"
Topic: "Ticketing"
Description: "Ticket triage is reviewing incoming support tickets to set category, priority and owner. How manual and AI-powered triage work, with an example."
---

# 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.

## FAQ

### Why is ticket triage important?

It ensures urgent issues get fast attention and tickets reach the right team.

### What is AI ticket triage?

Using AI to classify, prioritize and route tickets automatically.

### How accurate is AI triage?

Usually high for common categories; review samples and correct errors.

## Related terms

- [Ticket routing](https://computer.io/glossary/ticket-routing)
- [Intent detection](https://computer.io/glossary/intent-detection)
- [Sentiment analysis](https://computer.io/glossary/sentiment-analysis)
- [How do you automatically triage and route support tickets?](https://computer.io/answers/how-to-automatically-triage-and-route-tickets)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)
- [Service desk automation](https://devrev.ai/solutions/service-desk-automation)

## Further reading

- [Ai support ticket triaging](https://devrev.ai/blog/ai-support-ticket-triaging)