Ticket Triage & Routing AI Agent for Modern IT Ops
Triage tickets automatically. Prioritize smarter. Route instantly. Works with Freshdesk, HubSpot & more, without any overhaul.
When IT tickets pile up, manual triage slows everything down
Tickets pour in from every direction, but before solving anything, your team first needs to figure out what the ticket is, who it’s for, and how urgent it is. That means manually tagging, sorting, and routing each one. It’s slow, error-prone, and time draining.
What’s getting in the way?
Inconsistent tagging leads to misrouted tickets.
Engineers lose ~30–40% of their time just finding context.
Important tickets get buried, causing SLA breaches.
Perfect for:
Mid-to-large teams (1,000–3,000+ employees) managing IT support across multiple platforms—email, Slack, Teams, live chat, and more.
Automated triage that works right out of the ticket box
Thinkstack’s AI Triage & Routing Agent acts like your team’s intake specialist. It listens across channels, pulls user/device context, classifies the request, and routes it; accurately, instantly, and 24/7.
No complex setup, just plug it in
Get up and running quickly with minimal disruption to your existing workflows
Works out of the box with Freshdesk, HubSpot, and more
One-time setup. Train with past tickets + knowledge base entries
Modular design, meaning runs even if some systems are still catching up
Behind the scenes of AI triage,
how it works
A streamlined workflow that integrates seamlessly with your existing ITSM tools
| Stage | What Happens | Primary Tools/Tech | Business Impact |
|---|---|---|---|
| Multi-Channel Listener | Captures incoming tickets from chat, email, bots, and more | Thinkstack Bot Service | No ticket gets lost; all platforms synced and 100% ticket intake coverage |
| Pre-Processing | Strips junk (signatures, emojis), detects language, and standardizes inputs (converted into JSON schema) | Thinkstack Extraction Engine | Speeds up downstream processing with clean, structured data = 30% faster classification |
| Profile & Asset Enrichment | Pulls requester’s role, BU, VIP flag, OS, and device health | HubSpot, ServiceGraph, SCCM | Engineers get instant context—no need to hunt for details; saves 5–7 mins/ticket |
| AI Classification | Predicts category, severity, and required skill group using embeddings | Thinkstack AI Rule Based Engine | More accurate routing (accuracy increase by ~40%), fewer tagging errors |
| SLA & Rules Overlay | Flags VIP or critical issues; adjusts due-by timestamps per policy | Rules DB + SLA Policy Engine | Prevents SLA breaches by automatically adjusting ticket priority; lowers chances of breaches by 25-30% |
| Engineer Assignment | Matches tickets with best-fit engineer—based on load, skills, location | Freshdesk Round-Robin APIs | Fairer workloads, faster resolutions; 2x more balanced ticket queues |
| Ticket Update & Sync | Updates Freshdesk fields, adds triage metadata & HubSpot notes | Freshdesk, HubSpot APIs | Ensures data traceability & smoother cross-platform sync; unified logs and better visibility |
| Notifications & Acknowledgment | Sends DM/email alert to assignee + auto-response to requester | MS Graph, Slack API, Twilio | Shorter wait times, better first-touch experience; 2 min response times on average |
Support Ticket Triage and Routing
Ready to replace repetitive triage with precision routing?
See how top support teams are automating the grunt work and staying ahead of SLAs.
Enterprise-Grade Security
Your data security and privacy are our top priorities
GDPR & SOC 2 Compliant
Use strict access controls and encryption to protect ticket data & user privacy.
End-to-End Encryption
Secure data during retrieval, storage, & sharing across platforms.
Role-Based Access
Control who can view and modify sensitive ticket data and KB entries.
Data Retention Policies
Define retention schedules and clear old data to minimize risks.
Business Benefits
Smarter routing. Simpler ops. Tangible impact.
35% Effort Saved
Let the AI handle repetitive classification and routing so teams can focus on solving, not sorting.
60% Faster Responses
Urgent and VIP tickets are flagged instantly—cutting first-response delays significantly.
Reduced Support Costs
By automating tagging, triage, and routing, teams reduce manual workloads and optimize headcount.
98% Tagging Accuracy
High-accuracy ticket classification reduces back-and-forth, reassignments, and friction.
80%+ SLA Gains
With every resolved ticket, routing gets sharper—most teams report better SLA scores in 30 days.
Smarter Resource Allocation
Dynamic queuing + skill-based routing ensure the right engineer gets the right ticket—every time.