AI agent · Support Triage Agent
AI ticket triage that classifies, prioritizes and routes in seconds
Every incoming request is read, tagged, prioritized and sent to the right team as it arrives, with a draft reply and the customer's ERP data attached.
Quick answer
What does an AI support triage agent do?
An AI triage agent reads every incoming ticket or email, tags it by category, sets the priority, routes it to the right team and drafts a reply using the customer's order data from your ERP. It runs in seconds as tickets arrive. Your team reviews the draft before anything is sent.
What it does
Helpdesk ticket routing with AI, inside your existing tools.
The agent does the sorting and the lookups so your team spends its time on answers.
Classifies every request
Order status, returns, invoice questions, complaints, technical issues: tagged by your own categories, not a generic list.
Sets priority
Uses customer tier, order value, SLA and tone to put urgent requests first.
Routes to the right team
Assigns each ticket to the right queue or person based on your routing rules and current workload.
Adds context from the ERP
Pulls the customer's orders, shipments and invoices into the ticket so nobody has to look them up.
Drafts replies
Proposes an answer from your knowledge base and ERP data for an agent to check and send.
Workflow
From input to an approved update.
The agent does the work. A person approves the result. Only then does anything change in your systems.
- Request arrivesEmail, web form, portal or chat.
- AgentClassifies, prioritizes, looks up ERP data and drafts a reply.
- Human approvalYour team reviews the draft or the routing before anything goes out.
- Helpdesk updateTicket fields, assignment and reply are saved in your helpdesk.
1. Intake
The agent reads every new ticket as it lands, including attachments such as photos of damaged goods or order confirmations.
2. Classify and prioritize
It applies your categories and priority rules, recognizes repeat contacts and escalations, and spots language that signals risk.
3. Enrich
It looks up the customer in the ERP and CRM and adds the relevant order, delivery or invoice details to the ticket.
4. Route and draft
It assigns the ticket and prepares a reply. Your team checks and sends it, or the agent auto-routes categories you have approved.
Before and after
What changes for your team once the agent is live.
| Area | Before (manual) | After (with the agent) |
|---|---|---|
| First assignment | Someone reads every ticket and assigns it by hand | Sorted and routed as it arrives, with priority set |
| Wrong-team routing | Tickets bounce between teams before reaching the right person | Routed by your own categories, tested on your past tickets |
| First response | Customers wait until someone gets to their email | A drafted answer with ERP data is ready for review |
| Routine questions | Order status and invoice copies looked up by hand | Answered from live ERP data; the team approves and sends |
| Urgent issues | Complaints buried in a busy inbox | Flagged and placed at the top of the queue |
We measure your own before-and-after numbers during discovery and the pilot.
Example scenario
Illustrative example · not a client result
On a Monday morning a distributor's support inbox holds 300 new emails. The agent sorts them before the team logs in: 140 order-status questions with tracking details already attached, 40 invoice copies requested, 12 complaints flagged high priority, and the rest routed to sales and returns.
The team starts the day with drafted answers for the routine questions and the urgent complaints at the top of the queue.
A good fit when
- Requests arrive faster than your team can sort them, especially after weekends or holidays.
- Many tickets are routine questions about order status, invoices or deliveries.
- Tickets bounce between teams because the first assignment is often wrong.
- Answering needs data from your ERP that agents look up by hand today.
Probably not the first step when
- You receive only a handful of tickets a day and one person handles them comfortably.
- Most requests are complex, one-off technical cases that always need an expert from the start.
- You have no agreed categories or routing rules yet; we would define those first in discovery.
Systems it connects to
Works with the tools you already run.
We connect at the category level, through each system's own APIs, database views or exports, so the agent fits your stack rather than the other way round.
Helpdesk
Your ticketing tool, through its API: categories, priority, assignment and replies.
Email inbox
Shared support mailboxes, for teams that work from email instead of a helpdesk.
ERP
Orders, shipments, invoices and returns for the customer on the ticket.
CRM and knowledge base
Customer tier, account owner and approved answers to common questions.
We are ERP-neutral. The same connection approach works with SAP S/4HANA and Business One, Oracle NetSuite, Microsoft Dynamics 365, Odoo, Tally, Sage, Epicor, Infor, and older or customized on-premise ERPs. We confirm the connection method for your version in discovery.
Security & control
You stay in charge of every change.
- Draft-first: replies are sent by your team unless you approve auto-send for a category
- Routing rules you control and can change at any time
- Personal data is masked where the task allows
- Every classification and action is logged
- Runs on-premise, in a private VPC or in the cloud
Pricing
Enterprise pilot from $7,500, or plans from $250 a month.
The Support Triage Agent running on your real data, with approvals and an audit log. Two ways to start: monthly plans from $250 to $999 a month plus a one-time setup fee, or for mid-market and enterprise teams a fixed-price pilot from $7,500, then from $1,500 a month in production.
Related agents & industries
FAQ
Common questions.
Does it replace our helpdesk?
No. It works inside the helpdesk or inbox you already use and updates tickets through its API.
Will it reply to customers on its own?
Only if you choose to allow it for specific, low-risk categories. By default it drafts and your team sends.
How does it learn our categories?
We train and test it on a sample of your past tickets and compare its routing with what your team actually did before going live.
Can it work in more than one language?
Yes. It classifies and drafts in the languages your customers write in, including English, Arabic and German.
What about sensitive customer data?
We mask personal data where possible, keep data in your environment if required, and log every access. See our security page.
Works with leading ERPs, CRMs and helpdesks — cloud, hybrid or on-premise.
HelpdeskShared inboxERPCRMWhatsApp BusinessKnowledge baseSee an AI agent running on your ERP data in 4–6 weeks.
Fixed scope · fixed price. Human approval on every write. We reply within 1 US business day.