Triage & Routing - Thread Docs

Work out what a new ticket is, how urgent it is, and where it belongs — before a technician opens it.

Alert Storm Merge

Collapse a burst of identical alert tickets fired within a few hours into the earliest ticket as parent, so a flapping monitor does not flood the queue.

Alert Title Normalization

Classify a monitoring or security alert ticket and rewrite its title into the desk's standard format using a controlled vocabulary, with an internal note.

Auto Priority Classification

Set a ticket's priority from its title and description against the partner's own priority definitions — built for alert boards and intake flows.

Board Routing Rules Engine

Route catch-all tickets to the right board (NOC, procurement, security, help desk) by walking a prioritized keyword-and-signal rule list to a result.

Catchall Routing

Identify the correct client and contact for a ticket that landed in a catchall or no-company mailbox, including forwarded mail and vendor alert routing.

Courtesy Reply Status Revert

When a thanks-only client reply flips a resolved ticket back to open, revert it to the correct status per a fixed per-board map — the only permitted write.

Cross-Client Outage Detector

Spot the same symptom appearing across multiple clients within a short window, flag a possible vendor or major incident, and propose a parent incident ticket.

Default Contact Autofill

When a ticket arrives with no contact, look up the company's documented default contact, confirm with a search, and assign under a confidence gate.

Dispatcher Intake

Attended chat intake for dispatchers: describe the issue and get back a ticket with board, type, priority, summary, and first-touch note attached.

Duplicate Hunter

Check whether a ticket duplicates an existing open ticket for the same client, contact or asset, and symptom — and merge only on an exact reference match.

Intake Classification Tree

Walk a new ticket through the Incident, Request, or Problem decision tree and recommend a matching type, subtype, and item for consistent classification.

Monitoring Companion Merge

Merge companion tickets that multiple monitoring tools opened for the same event on one device, folding them into a single parent within a time buffer.

Multi-Issue Ticket Splitter

Detect when one ticket bundles two or more distinct problems and split it into cross-linked sibling tickets, one purpose each, with tech confirmation.

New Ticket First Touch

One-pass first touch on a new ticket: classify it, check duplicates, pull similar resolved tickets, and draft an acknowledgment for the tech to review.

Noise Auto-Close

Close pure-noise tickets — bounce-backs, vendor auto-replies, thanks-only messages, reconnected offline alerts — behind independent stop conditions.

Priority Downgrade Guard

On a priority change, if AI triage lowered a priority a human or client explicitly set higher, restore the higher priority — deterministic, restore only.

Queue Scoring Triage

Produce a ranked triage order for the queue using two-layer scoring — a per-queue baseline plus per-ticket modifiers — so techs work the right ticket next.

RE/FW Reopen Detection

When a new ticket subject starts with RE: or FW: on a recently closed subject, find the closed parent and flag it as a reopen instead of working new.

Reassign Contact Submitted On Behalf Of

Catch tickets one person opened for a colleague ("submitting this on behalf of Jane") and move the ticket's contact to the person the request is actually for — so it's attributed, notified, and reported against the right end user.

Route, Assign and Document

Take a ticket off the intake board end to end: send it to the right queue, assign the best-suited available technician, explain both choices with supporting docs, and log the time.

Scheduling Intent Detector

Find "can we get on a call / book a time" requests hiding in recent tickets and route them to scheduling — skipping tickets where a tech has already engaged.

Sentiment Score Explainer

Explain why a ticket thread received its sentiment score by citing the exact messages that drove it — no hand-waving, no re-scoring.

Spam Sender Triage

Close tickets from known-spam senders and patterns after verifying a human did not forward the message in for investigation or phishing analysis.

Ticket Triage

Classify a new or unassigned ticket, gauge severity, catch duplicates, and route it to the right board, status, and priority for the queue.

Urgent Deadline Watch

Catch a client-stated deadline inside four hours or already passed, raise the priority, and flag it internally. Availability is not a deadline.

VIP Priority Handling

Detect VIP contacts and VIP clients at ticket intake, apply the configured priority bump, and fire notify rules without letting VIP status skew triage.