Support Ticket Triage
Right queue, right priority, in two minutes.
Support Ticket Triage
Customer Support & Success
- RuleDone:
A new ticket is created in your help desk.
- RuleDone:
Your rules check for urgent and sensitive words.
- AIDone:
AI picks queue, priority and tags from your list.
- RuleDone:
A safety check confirms the choice.
- RuleWaiting for approval:Waiting for you
It writes the labels and an explaining note.
- RuleNot started:
Urgent tickets trigger a Slack alert.
For example: At 11 pm a customer of a payments SaaS writes "we can't log in, all our users are blocked".
Waiting for you. Nothing has changed yet.
Standard. Low-risk, reversible changes. Every action is logged.
What is Support Ticket Triage?
In shortSupport Ticket Triage is an AI automation for Customer Support & Success teams that works with Freshdesk, Microsoft Teams, Slack and Zendesk. Every new Zendesk or Freshdesk ticket gets the right queue, priority and tags within about two minutes, with a note explaining why. It is built for heads of support and support team leads and agents.
Last reviewed
Key facts
- Department
- Customer Support & Success
- Starts when
- A new ticket is created in your help desk
- Works with
- Freshdesk, Microsoft Teams, Slack, Zendesk
- Run modes offered
- Shadow, Draft, Assisted and Auto
- Human control
- Standard
- Status
- Available now
The problem today
A "dispatcher" agent reads every new ticket and assigns it. At 2,000 tickets a month and about 45 seconds each, that is about 25 hours a month. Urgent tickets that arrive at night wait 1–4 hours, and a wrong queue means another hand-off and a missed SLA.
What it does
It reads each new ticket and applies your urgent rules first, such as outage, security or billing dispute. Then one AI step picks the queue, priority and tags from your own list. It writes them to the ticket with a private note that explains the choice. Urgent tickets out of hours raise a Slack alert.
How does Support Ticket Triage work?
How it works- Rule you set
- AI step
- A person decides
- Step 1Rule
A new ticket is created in your help desk.
- Step 2Rule
Your rules check for urgent and sensitive words.
- Step 3AI
AI picks queue, priority and tags from your list.
- Step 4Rule
A safety check confirms the choice.
- Step 5Rule
It writes the labels and an explaining note.
- Step 6Rule
Urgent tickets trigger a Slack alert.
What you get
Key features- Queues (2–25), products and tags from your own list
- Urgent-topic rules always run first
- Private note explaining each decision
- Out-of-hours urgent alerts in Slack
- Language-based queue routing
- Uncertain tickets tagged for a person
- Agent overrides tracked to measure quality
How much does it do on its own?
Run modesPick a mode to see what Support Ticket Triage would do at each step.
Every automation starts in Shadow. Move it up when you are ready, and back down at any time. How run modes work
Support Ticket Triage in Shadow
Runs on real data and shows what it would have done. No app is changed and no message is sent.
- Rule
A new ticket is created in your help desk.
Watches for it
- Rule
Your rules check for urgent and sensitive words.
Runs on real data, read only
- AI
AI picks queue, priority and tags from your list.
Runs on real data, read only
- Rule
A safety check confirms the choice.
Runs on real data, read only
- Rule
It writes the labels and an explaining note.
Shown to you as a suggestion
- Rule
Urgent tickets trigger a Slack alert.
Shown to you as a suggestion
Shadow vs Auto for Support Ticket Triage
Auto is the most it can do on its own. Here is each step side by side.
| Step | Shadow | Auto |
|---|---|---|
| In short | Runs on real data and shows what it would have done. No app is changed and no message is sent. | Runs without approval, with limits, alerts and a kill switch. Unlocks after a trial period in Assisted. |
| Step 1A new ticket is created in your help desk. | Watches for it | Runs on its own within your limits |
| Step 2Your rules check for urgent and sensitive words. | Runs on real data, read only | Runs on its own within your limits |
| Step 3AI picks queue, priority and tags from your list. | Runs on real data, read only | Runs on its own within your limits |
| Step 4A safety check confirms the choice. | Runs on real data, read only | Runs on its own within your limits |
| Step 5It writes the labels and an explaining note. | Shown to you as a suggestion | Runs on its own within your limits |
| Step 6Urgent tickets trigger a Slack alert. | Shown to you as a suggestion | Runs on its own within your limits |
| True in every mode | Never replies to the customer, closes, merges or deletes tickets. | |
What it will never do on its own
Safety & human control- Never replies to the customer, closes, merges or deletes tickets.
- Never lowers a priority set by a rule, the customer form or an agent.
- Never removes existing tags or assigns to a named agent.
- Legal, self-harm and violence mentions go to a sensitive queue at high priority.
- Low-confidence tickets get a "needs triage" tag for a person.
- You approve before it acts
- Your data stays yours
- It knows its limits
- Stop anytime
What will you see on your dashboard?
Results you can trackTargets are quality goals the automation is built to reach. Estimates are calculated from your own volumes.
- Tracked
Tickets triaged
Measured on your own data
- Tracked
Median time to assignment, before vs after
Measured on your own data
- Tracked
Urgent tickets routed in under 2 minutes
Measured on your own data
- Target
Agent override rate (target ≤ 12% after 30 days)
A goal it is built to reach
- Estimate
Hours saved (tickets × 45 s by default)
Worked out from your own volumes
- Target
Queue accuracy: target ≥ 90%
A goal it is built to reach
- Target
Urgent recall: target 100%
A goal it is built to reach
At 11 pm a customer of a payments SaaS writes "we can't log in, all our users are blocked". The ticket lands in the outage queue at urgent priority within two minutes, and the on-call lead gets a Slack alert.
Who is Support Ticket Triage for?
- Heads of support
- Support team leads and agents
Industries: SaaS & tech, E-commerce & retail, Financial services, Logistics, Any industry
Also useful for: IT & Data Operations
Connects to the apps you already use
Works withApp names are trademarks of their owners. Charviam connects to them; it is not a partner or reseller.
- Freshdesk
- Microsoft Teams
- Slack(optional)
- Zendesk
Better together
Automations that hand work to Support Ticket Triage, or pick up where it stops.
What do you need to set it up?
Setup- Connect Zendesk or Freshdesk with a dedicated "Charviam Bot" agent
- List your queues with short descriptions
- Set urgent keywords, sensitive queue and VIP domains
- Pick the Slack urgent channel (optional)
- Confirm whether tickets may hold health data
Typical setup
- 01Connect your apps
- 02Configure the rules
- 03Run a watch-only trial
- 04Go live
Not included
- Replying to customers (see 03)
- Closing, merging or assigning to named agents
- Changing SLA policies or ticket forms
Questions about Support Ticket Triage
FAQSee Support Ticket Triage on your own data
WalkthroughIt starts in Shadow, where it only watches and suggests, so nothing changes in your apps until you say so.