Classify Ticket And Suggest Articles
Triage tickets by priority, sentiment, and category.
Ticket Details
Provide the support message and its context so it can be classified and routed automatically.
* Not required, but providing these fields helps the agent produce better results.
Defines how an automated agent should classify incoming customer support messages by priority, category, sentiment, routing, and response template so triage systems can act without manual review. It applies to all support messages across email, chat, phone, and social channels, using the support message text plus customer tier and channel as inputs. The procedure maps issue severity and customer tier to a P1–P4 priority, assigns exactly one functional category (such as billing, bug_report, how_to, or security), and labels customer sentiment as frustrated, neutral, or positive. Routing rules send tickets to the appropriate team and SLA, with overrides that always route billing issues to the billing team and security issues to the security team at a minimum of P1. The agent must also pick a single internal response template tag or default to `tmpl_custom`, and provide one to two sentences of reasoning for its decisions. Edge cases include prioritizing the most urgent issue when multiple problems are described, treating spam as `other` with P4 priority, and defaulting unknown customer tiers to Pro.
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