Support triage
Support ticket classification: triage every ticket automatically
Short answer
AI support ticket classification reads each new ticket and returns its category (billing, bug, account, how-to), an urgency level, the customer's sentiment and whether it needs escalation. Your helpdesk then routes, tags and prioritizes automatically, and agents start on the right tickets instead of sorting the queue by hand.
In most support teams, the first minutes of every ticket are spent on triage: reading it, tagging it, deciding who owns it and how urgent it is. Keyword rules help a little, but customers rarely use the words your rules expect, and a frustrated message about a login problem looks nothing like the rule for "account".
A decision layer reads the ticket like an experienced agent would and returns structured answers your helpdesk can act on through a webhook or automation.
Get Early Access to ClassifierHub: 2× credits in your first paid month.
What to classify
A useful triage decision answers four questions at once:
- Category: bug, billing, account, how-to, feature request or other. This picks the queue.
- Urgency: a 4-level score from a cosmetic question to an outage or data loss. This sets priority and SLA.
- Sentiment: angry, frustrated, neutral or positive. This helps catch churn risk early.
- Escalate: a yes/no probability for tickets a senior agent should see now.
One request, four answers
ClassifierHub's support-triage template asks all four questions in a single call and costs 1 credit per ticket. You can use it as-is or copy it and edit the categories to match your queues.
curl https://classifierhub.com/v1/decide \
-H "Authorization: Bearer $CLASSIFIERHUB_API_KEY" \
-H "Content-Type: application/json" \
-d '{
"template": "support-triage",
"input": {
"subject": "Can'\''t log in since this morning",
"body": "None of our 40 users can sign in. We have a demo at 3pm."
}
}'
# outputs:
# category: { "value": "account", "confidence": 0.81, ... }
# urgency: { "value": 3, "label": "Critical: outage, data loss or security issue", ... }
# sentiment: { "value": 1, "label": "Frustrated", ... }
# escalate: { "value": true, "probability": 0.94 }The ClassifierHub API opens to Early Access members first.
Connecting it to your helpdesk
Most helpdesks can call a webhook when a ticket is created. Send the subject and first message, then write the results back as tags, a priority and an assignee group. Keep the business rules in the helpdesk: for example, "urgency Critical and plan Enterprise → page on-call".
Store the probabilities alongside the ticket. They let you audit decisions later and show which categories are most often uncertain.
Rolling out safely
Start in shadow mode: classify every ticket but only add an internal note with the suggestion. After a week, compare suggestions with how agents actually tagged tickets, set a confidence threshold, and switch on automatic routing for tickets above it. Tickets below the threshold stay in the general queue, which is where they would have been anyway.
Frequently asked questions
Related guides
Last updated . ClassifierHub is an independent product built on top of the Jev decision model, accessed through OpenRouter. It is not affiliated with or endorsed by TypeSafe or OpenRouter.