← Products · Internal accelerator
Triagebot
Support tickets, pre-sorted
Triagebot · how it works
Support teams routing inbound tickets
Classifies and routes inbound support tickets by urgency and team, cutting time-to-first-response for critical issues.
The problem
Inbound support queues mix password resets, billing questions, feature requests and genuine outages. When every ticket lands in the same inbox, an urgent issue can sit behind dozens of routine ones until someone happens to read it.
Manual triage is also repetitive work for experienced support staff, who spend the start of every shift reading and forwarding tickets instead of solving them.
How Triagebot works
- Read every inbound ticket. Triagebot picks up tickets as they arrive from email and Slack, the channels customers and teammates already use.
- Classify urgency and topic. Natural-language classification assigns each ticket an urgency level and the team best placed to handle it.
- Route to the right queue. Tickets go straight to the owning team, with critical issues surfaced first, so time-to-first-response drops where it matters most.
Use cases
- Getting outage reports in front of the on-call engineer instead of a general inbox.
- Sending billing, account and product questions to the right team automatically.
- Reducing the time senior support staff spend sorting tickets each morning.
- Keeping triage consistent across shifts and time zones.
Who Triagebot is for
Triagebot suits support teams that receive a steady flow of tickets by email and Slack and lose time deciding who should handle what. It works best when there are clear teams or queues to route to and a shared idea of what counts as urgent. If every ticket goes to the same two people, better inbox rules may be all you need, and we will say so.
How we use it on engagements
On AI agent engagements we use Triagebot as a working example of a scoped, production-ready agent: one clear job, human ownership of the outcome, and routing behaviour that can be checked against real tickets. We start by reviewing a sample of your past tickets, agree the urgency levels and teams with your support leads, and only then switch on automatic routing.
Capabilities
- Support ops
- NLP
- Slack + email
Status: Internal accelerator
Built in-house and used on our client engagements.
Request a walkthrough to see it live and talk through fit for your team.
Related service: AI Agents
Frequently asked questions
Which channels does Triagebot work with?
Triagebot handles inbound tickets from email and Slack and routes them by urgency and team.
Does Triagebot reply to customers?
Triagebot classifies and routes tickets. Your support team still writes the replies, starting with the most critical issues.
How is Triagebot related to your AI agent work?
Triagebot is an internal accelerator built from the same production practices we use on AI agent engagements: clear scope, human review and measurable routing behaviour.