Ticket triage & routing
Triage is a person reading the same kinds of ticket all morning and deciding where each one goes. This agent reads the incoming ticket, classifies it against your categories, attaches the runbook and the closest resolved tickets, and proposes a queue. The service desk lead confirms before anything moves.
Step by step
Read the incoming ticket
The agent takes the ticket as written, including attachments and the thread it arrived on.
Classify against your own categories
It applies the categories your desk already uses rather than a generic taxonomy, and says which words in the ticket led it there.
Find the closest past tickets
Resolved tickets that look like this one are attached, along with what fixed them, so the assignee starts with the history.
Attach the relevant runbook
Where a documented procedure exists for the category, it is linked directly to the ticket.
Propose queue, owner and priority
A queue, an owner and a priority are proposed against your own routing rules, with the rule cited.
The service desk lead confirms
The lead accepts or changes the routing. The ticket moves only once a person has confirmed it.
Exactly what this agent can see, touch and change
The same five controls sit behind every Askollo agent. These are this one's settings — visible before you build it, not buried in an admin screen afterwards.
Context
What reaches the modelService desk leads handling a mixed inbound queue, and teams where tickets sit unassigned because nobody is sure who owns the category.
Escalation
When it asks a personThe service desk lead confirms the queue and priority before the ticket moves
Applications & Rights
Which tools it uses, and what it may do in each
ConfluenceRead only
SlackRead only
JiraReadWrites newCreates new records or documents. Never edits, moves or deletes anything that was already there.Verification
How you know it’s rightEvery claim links to the document it came from. A statement the agent cannot cite does not make it into the output — which is what makes the result reviewable in minutes rather than re-read end to end.
Who it’s for
Service desk leads handling a mixed inbound queue, and teams where tickets sit unassigned because nobody is sure who owns the category.
What you’ll need
- A connected ticket queue
- Your category and priority rules
- Runbooks mapped to categories
- A lead who confirms routing
What you get
- A classified ticket with its reasons
- Attached runbook and similar tickets
- A proposed queue, owner and priority
What it doesn’t do
It proposes routing. It does not resolve or close tickets, change a priority on its own, or decide whether a service level was breached, and a misclassified ticket is corrected by the lead.
We build the first one with you
Not a template you configure alone. We sit with your team, build it on real data, and hand over the controls.
Scope
One session with the people who actually do the work. We agree what the agent reads, what it may write, and who approves.
Co-build
Built on your own data, not a sandbox. You watch it being made, so you know why it behaves the way it does.
Handover
You own the controls. Change the context, tighten the rights, move the approval gate — without coming back to us.
Parts of the work currently spread across the categories below. It does not replace any of those products outright.
Frequently asked
What happens when it classifies something wrongly?
The lead changes it at confirmation, and that correction becomes part of what the agent draws on next time. Because it shows why it chose a category, a wrong classification is usually quick to spot rather than buried.
Can it close duplicates automatically?
No. It flags a ticket that looks like an open one and links them for the lead to decide. Closing someone's ticket is a decision with a person on the other end of it.
Does it need a particular ticketing tool?
It works with the queue we connect during the co-build. Where your tool is not a supported connector, the triage output is delivered into a channel and applied by the desk instead.
How does it handle major incidents?
Anything matching your incident criteria is flagged to the channel you nominate rather than routed quietly into a queue. The incident process stays yours; the agent makes sure the ticket is seen.