07AI 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.
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