Triage & Routing

23 skills in this category.

Alert Storm Merge

Collapse a burst of identical alert tickets fired within a few hours into the earliest ticket as parent, so a flapping monitor does not flood the queue.

Alert Title Normalization

Classify a monitoring or security alert ticket and rewrite its title into the desk's standard format using a controlled vocabulary, posting an internal note with what changed.

Auto Priority Classification

Set a ticket's priority from its title and description against the partner's own priority definitions — built for alert boards and intake flows.

Board Routing Rules Engine

Route catch-all tickets to the right board (NOC, procurement, security, help desk) by walking a prioritized keyword-and-signal rule list — every ticket gets a decisive destination.

Catchall Routing

Identify the correct client and contact for a ticket that landed in a catchall or no-company mailbox — including forwarded mail and vendor alerts — then reassign it or hand back candidates.

Courtesy Reply Status Revert

When a thanks-only client reply flips a resolved ticket back to a responded/open status, revert it to the correct status per a fixed per-board map — the revert is the only permitted write.

Cross-Client Outage Detector

Spot the same symptom appearing across multiple clients within a short window, flag a possible vendor or major incident, and propose a parent incident ticket.

Default Contact Autofill

When a ticket comes in with no contact, look up the company's documented default contact, confirm it with a search, and assign it under a confidence gate — so contactless tickets don't stall.

Dispatcher Intake

Attended chat intake for dispatchers — describe the issue conversationally and get back a properly created ticket: KB/docs/history checked, board/type/priority set, summary written, first-touch note attached.

Duplicate Hunter

Check whether a ticket duplicates an existing open ticket for the same client, contact or asset, and symptom — and merge only on an exact reference match.

Intake Classification Tree

Walk a new ticket through the Incident / Request / Problem decision tree and recommend the matching type, subtype, and item so intake classification stays consistent.

Monitoring Companion Merge

Merge companion tickets that multiple monitoring tools opened for the same underlying event on the same device, folding them into one parent within a time buffer.

Multi-Issue Ticket Splitter

Detect when one ticket bundles two or more distinct problems and split it into cross-linked sibling tickets, one purpose each — purposes confirmed by the tech, never inferred silently.

New Ticket First Touch

One-pass first touch on a new ticket — classify it, check for duplicates, pull similar resolved tickets, and draft an acknowledgment for the tech to review and send.

Noise Auto-Close

Close pure-noise tickets — bounce-backs, vendor auto-replies, thanks-only messages, offline alerts whose device already reconnected — behind multiple independent stop conditions; any sign of a real user message or a flapping device aborts the close.

Priority Downgrade Guard

On a priority change, if AI triage lowered a priority that a human or the client had explicitly set higher, restore the higher priority — deterministic, restore-only, never an upgrade of its own.

Queue Scoring Triage

Produce a ranked triage order for the queue using two-layer scoring — a per-queue baseline plus per-ticket modifiers — so techs work the right ticket next.

RE/FW Reopen Detection

When a new ticket's subject starts with RE:/FW: on a recently closed ticket's subject, find that closed parent and flag it as a reopen instead of working it as new.

Scheduling Intent Detector

Find "can we get on a call / book a time" requests hiding in recent tickets and route them to scheduling — skipping tickets where a tech has already engaged.

Sentiment Score Explainer

Explain why a ticket thread received its sentiment score by citing the exact messages that drove it — no hand-waving, no re-scoring.

Spam Sender Triage

Close tickets from known-spam senders and patterns — after verifying a human did not forward the message in for investigation.

Ticket Triage

Classify a new or unassigned ticket, gauge severity, catch duplicates, and route it to the right board, status, and priority.

VIP Priority Handling

Detect VIP contacts and VIP clients at ticket intake, apply the configured priority bump, and fire the desk's notify rules — without letting VIP status distort classification.