Routing, SLAs and automation · Autessa Support Desk
AI triage
Autessa Support Desk uses an AI triage agent to route tickets. It reads each new ticket and picks the assignment group and subcategory, sets the priority and category, suggests the teammate to own it and gives recurring problems a shared issue signature, with a confidence score for each decision.
The problem it solves
Hand-sorting tickets is a full-time job
Someone has to read every new ticket, decide whether it is billing or a bug, how urgent it is and who should take it. Rules on keywords miss half of them. An AI triage agent reads the ticket the way a person would and matches it to your groups’ own descriptions.
What you get
- Matches each ticket against your assignment groups’ and subcategories’ descriptions, so routing improves when you describe what belongs where.
- Sets group, subcategory, priority and category, and suggests an owner.
- Writes a normalized issue signature, so the same underlying problem is counted together in Weekly Insights.
- Every decision carries a confidence between 0 and 1.
- Customer plans and category minimums raise the priority after triage when a customer’s plan requires it.
- “Let triage decide” is an option wherever a ticket is created by hand or by outreach.
How it works
How does AI triage work in Autessa Support Desk?
Describe your groups
Give each assignment group and subcategory a sentence about what belongs there.
A ticket arrives
Triage reads the subject and message and proposes group, subcategory, priority, category and an owner.
Plans apply
If the customer’s plan or the category sets a minimum priority, the higher one wins.
Groups take it
With auto-assign on, the group lead gets the ticket, an email and a notification. Your team can always change any field.
Every option
What triage decides
| Option | What it does |
|---|---|
| Assignment group | Matched against each group’s description. |
| Subcategory | A finer label inside the group, for example Refunds or Invoices. |
| Priority | Low, Normal, High or Urgent, then raised by plan or category minimums. |
| Category | Billing, Technical, General, Onboarding, Feature request, Bug, or your own. |
| Suggested owner | A teammate to take it; group auto-assignment decides whether it is applied. |
| Issue signature | A normalized key for the recurring problem, used in reporting. |
| Confidence | 0 to 1 for the decision. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Override anything triage set, and edit group and subcategory descriptions that guide it. |
Where AI helps
Triage is an AI agent that runs in the background on every new ticket. It only routes and labels; it never replies to the customer.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
Connected
How it connects to the rest of Support Desk
Assignment groups
Triage’s destinations, and their descriptions are its instructions.
Support Desk featureCustomer plans
Minimum priorities are applied when a new ticket is triaged.
Support Desk featureWeekly Insights
Issue signatures power the Rising issues section.
Support Desk featureSLA management
The priority triage sets decides which response targets the ticket is timed against.
FAQ
Questions about AI triage
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk route tickets with AI?
Yes. An AI triage agent picks the assignment group and subcategory, sets priority and category, and suggests an owner for each new ticket.
How do I make triage more accurate?
Describe each assignment group and subcategory in a sentence. Triage matches tickets against those descriptions.
Can my team override triage?
Yes. Every field triage sets is an ordinary ticket field your team can change.
Does triage reply to customers?
Triage routes and labels every ticket, and your team writes the reply.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours