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.

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.