Support Ticket Triage
Classify, route, and prioritize customer support tickets automatically
Automate the classification and routing of incoming support tickets by urgency, category, and required expertise. Reduce response times and ensure critical issues get immediate attention.
The job to be done
Process incoming support tickets in real-time, classify them by urgency (critical/high/medium/low), route to the right team (billing, technical, product), and extract key entities like account IDs, error codes, and product names.
Key tradeoffs
Speed vs accuracy is the primary tension. A faster model processes tickets in <500ms but may misclassify edge cases. A frontier model catches subtle context but adds 2-3s latency per ticket. At high volume (10K+ tickets/day), cost becomes the dominant factor.
When to switch models
Start with a mid-tier model for most tickets. Escalate to a frontier model only for tickets flagged as ambiguous or high-priority. Use a budget model for bulk backlog processing.
Recommended models
Related guides
Frequently asked questions
What output format works best for ticket triage?
Structured JSON with fields for urgency, category, team, confidence, and extracted entities. This enables direct integration with ticketing systems.
How do I handle edge cases?
Use a two-tier approach: fast model for clear-cut tickets, escalate uncertain ones (confidence < 0.7) to a more capable model for re-classification.
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