Professional services · IT services

Tickets to the right tier, at the right time.

Your engineers still own incidents. The system handles classification and routing so senior staff stop being interrupted by L1.

Stage 01 Ticket received

A ticket enters your queue.

Pulled from your ITSM the moment it's submitted. Email, portal, chat, monitoring alert. No one watches an inbox.

ITSM intake
Live
  • 12 min ago Ticket #TK-4818 Password reset Routed
  • 6 min ago Ticket #TK-4820 VPN connection issue Routed
  • just now Ticket #TK-4821 [User] cannot access shared drive New
Picked up within seconds of submission Moving to parse →
Stage 02 Ticket parsed

Free-text becomes structured data.

Asset, user, symptom, urgency. Extracted from the ticket body, signature, and any attached log so downstream stages have something to work with.

ticket_TK-4821.eml 3.2 KB

[User] · finance team

Sent from [Asset] · corp-laptop

Subject

Can't open the shared drive this morning

Body

Tried both Finder and the mapped path. Getting a "permission denied" prompt. Need it before the 11am close. Worked fine yesterday.

parsed #TK-4821 1.8s 
{
  "user": "[User]",
  "department": "finance",
  "asset": "[Asset] / corp-laptop",
  "symptom": "shared_drive_access_denied",
  "affected_resource": "file_share",
  "first_occurred": "this_morning",
  "urgency_signal": "deadline_today_11am",
  "prior_state": "working_yesterday"
}
Stage 03 Classified

Sorted the way your team would sort it.

Incident, change, project, or request. The judgment layer, trained on your team's prior routing so the classifier matches how your senior engineers actually triage. Every override they make keeps re-training it. See Stage 07 for the loop.

Ticket #TK-4821

[User] cannot access shared drive

Incident Confidence 0.94
Working yesterday, broken today: signals an incident, not a request
Affects existing access, not a new entitlement (would be a request)
Single user impact reported, no infra-wide change in flight
Matches the "broken access" pattern your team historically routes to L1
Classifier trained on your team's prior routing. The boundary between incident, change, project, and request stays yours, and it keeps tightening as your seniors override. The loop that does that training is Stage 07.
Stage 04 Priority and SLA assigned

Priority set against your SLA rubric.

Rules pin the floor (VIP, business-critical asset, multi-user). The model handles the gray. Your SLA tiers are honored, not invented.

Ticket #TK-4821

Incident · shared drive access

P2 Response 30 min
P1 Critical 15 min response
P2 High 30 min response
P3 Normal 4 hr response
P4 Low Next business day
Deadline cited in ticket (close at 11am) lifts above P3
Finance department flagged as business-critical in your rubric
Single-user impact keeps it below P1 (no broad outage)
Rules set the floor, model handles the gray. Your SLA targets and tier definitions come from kickoff and never get overwritten.
Stage 05 Risk flags surfaced

Risk flags raised before routing.

Security, data loss, business-critical asset. Each ticket runs the rule set and a model check. Anything that warrants escalation surfaces before anyone picks it up.

Security signal

No credential reuse, phishing wording, or anomalous login pattern detected

Clear

Business-critical asset

Finance shared drive flagged business-critical in your CMDB. Honor stricter SLA, notify shift lead on assignment.

Flagged

Data loss exposure

Read-side access issue, no write or delete activity referenced

Clear

Compliance scope

Asset not in PCI or PHI scope. No audit hold required.

Clear

Related-ticket pattern

No matching incidents in the last hour. Not a fan-out from a wider outage.

Clear
Stage 06 Routed by tier, skill, on-call

Routed to the right person, not the first person.

Tier plus required skill plus current on-call rotation. The ITSM assignment, the page, and the chat ping all happen together.

Critical incidents page the on-call engineer directly. ITSM assignment, PagerDuty trigger, and chat ping fire together so nothing waits on a queue check.

paged: on-call infra, [Engineer] 9:42 AM

P1 incident assigned · Ticket #TK-4821

Classified as incident. Business-critical asset flag set. Assigned in ITSM, paged via on-call rotation, chat thread opened with parsed context and prior similar tickets.

Open in ITSM
Stage 07 The classifier keeps learning

Every senior override sharpens the classifier.

This is the part a generic triage tool does not have. When a senior engineer recategorizes a ticket, bumps a priority, or reroutes an assignment, that decision feeds back into the model. The boundary between incident, change, project, and request is your team's boundary, and it keeps getting tighter the more they use it. Month two is sharper than month one. Month twelve is sharper still.

Override feedback loop

Every senior correction is a training signal. Compounds with use.

Always-on
Month 1 17% override rate

Baseline classifier from kickoff. Seniors correct ambiguous tickets.

Month 3 9% override rate

Your team's edge cases learned. Fewer corrections needed.

Month 6 5% override rate

Confidence floor lifts. Review queue shrinks.

Month 12 4% override rate

Steady-state. Each remaining override is a genuine edge case.

Tonight
retrain
runs
Outcome What changes

Same team. Senior engineers stop being interrupted.

Engineers still own incidents. They just stop getting paged for password resets.

30-45 min Under 3 min Time to first response
35% 6% L1 tickets reaching senior engineers
18 / month 2 / month SLA breaches
This is one of ours

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