06AI Development
AI Tickets Triage System
This project is an AI-powered ticket triage system that automatically analyses incoming Autotask tickets, classifies them, and routes them to the correct queue, support agent, service contract, issue type, and sub-issue type. The goal is to reduce manual ticket handling, improve response time, and make ticket assignment more consistent across support teams.
This project is developed by Asta Solutions
Gallery
Features
- Automatically reads new Autotask tickets
- Analyses ticket title - description - company - priority - queue - contact - and ticket metadata
- Classifies the ticket into the correct issue type and sub-issue type
- Assigns the ticket to the correct support queue
- Checks if agents are on-site before assigning tickets
- Assigns the correct service contract when available
- Ignores or safely handles alert tickets based on defined rules
Technologies
Challenges
Reliability
Outcome
Successfully Delivered