Automating ticket triage saves time, ensures consistency, and helps tickets get to the right people faster. No more manually sorting through tickets to figure out their priority or which team should handle them.
Quick start
1
Add to new ticket workflow
Add the action to workflows triggered by “New ticket created” to automatically categorize incoming tickets.
2
Choose fields to fill
Select which ticket fields you want automatically completed - priority, type, company, contact, custom fields, etc.
3
Add custom instructions (optional)
Provide specific guidance for how to handle certain fields or situations based on your business needs.
4
Add update action
Follow with “Update Ticket Fields” to actually apply the suggested changes to your tickets.
How it works
The action processes tickets through intelligent analysis:- Analyzes ticket content - Reviews title, description, conversation history, and related information
- Identifies key details - Extracts company, contact, and issue type information
- Applies smart categorization - Uses patterns from past tickets and your custom instructions
- Sets appropriate priority - Determines urgency based on impact and affected users
- Suggests field updates - Provides recommendations for all configured fields
Setup
Choose fields to fill: Select which ticket fields you want automatically completed - priority, type, company, contact, custom fields, etc. Custom instructions (optional): Give specific guidance for how to handle certain fields or situations. Company rules (optional): Use different instructions for different clients. Move tickets (optional): Automatically move tickets to the right board or queue after processing.What you get
After running, you’ll see a complete summary of what was changed and why. The action provides suggested updates that you can apply using the “Update Ticket Fields” action.Common use cases
New ticket cleanup
New ticket cleanup
Automatically set the right priority, type, and category when new tickets are created so they’re properly organized from the start.
Fix catch-all tickets
Fix catch-all tickets
Figure out the real company and contact for tickets assigned to generic “Unknown” companies based on email signatures and ticket content.
Post-resolution categorization
Post-resolution categorization
Set the final service category or billing type based on what work was actually done when tickets are marked as resolved.
Multi-client management
Multi-client management
Use company-specific rules to handle different clients’ unique categorization requirements and business processes.
Best practices
Start simple
Start simple
Begin with just a few basic fields like Priority and Type. Add more fields as you get comfortable with how it works.
Write clear instructions
Write clear instructions
The better your custom instructions, the better the results. Be specific about what you want and include examples for common scenarios.
Test first
Test first
Try the action on a few test tickets before using it on all your incoming tickets. Review results and adjust settings as needed.
Review results regularly
Review results regularly
Check the Event History regularly to see how the action is performing and adjust your instructions based on accuracy and effectiveness.
Always combine with updates
Always combine with updates
This action suggests changes - you’ll typically want to add an “Update Ticket Fields” action right after it to actually apply the changes.
Use built-in priority logic
Use built-in priority logic
The action uses a standard priority matrix based on urgency and impact. Priority 1 for emergencies, Priority 2 for quick response, Priority 3 for normal, Priority 4 for scheduled work.
Example workflows
Complete New Ticket Triage
Complete New Ticket Triage
- Trigger: New ticket created
- Ticket Triage - Analyze and categorize all ticket fields
- Update Ticket Fields - Apply all suggested changes
- Result: Every new ticket is properly categorized and prioritized automatically
Company Assignment Fix
Company Assignment Fix
- Trigger: Ticket created with “Unknown” company
- Ticket Triage - Identify real company and contact from ticket content
- Update Ticket Fields - Apply company and contact assignments
- Result: No more tickets stuck in generic “Unknown” categories
Priority-Based Routing
Priority-Based Routing
- Trigger: New ticket created
- Ticket Triage - Set priority based on impact and urgency
- Update Ticket Fields - Apply priority and move to appropriate queue
- Ticket Dispatch - Assign to technician based on priority level
- Result: High-priority tickets get immediate attention from right people