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The Ticket Triage action automatically analyzes incoming tickets and fills in important details like priority, type, company, and contact information. It can also move tickets to the right queue or board for faster processing.
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.

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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.

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How it works

The action processes tickets through intelligent analysis:
  1. Analyzes ticket content - Reviews title, description, conversation history, and related information
  2. Identifies key details - Extracts company, contact, and issue type information
  3. Applies smart categorization - Uses patterns from past tickets and your custom instructions
  4. Sets appropriate priority - Determines urgency based on impact and affected users
  5. Suggests field updates - Provides recommendations for all configured fields
The action processes fields in smart order, starting with basic information like company and contact, then moving to categorization, and finishing with priority for maximum accuracy.

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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.

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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.

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Common use cases

Automatically set the right priority, type, and category when new tickets are created so they’re properly organized from the start.
Figure out the real company and contact for tickets assigned to generic “Unknown” companies based on email signatures and ticket content.
Set the final service category or billing type based on what work was actually done when tickets are marked as resolved.
Use company-specific rules to handle different clients’ unique categorization requirements and business processes.

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Best practices

Begin with just a few basic fields like Priority and Type. Add more fields as you get comfortable with how it works.
The better your custom instructions, the better the results. Be specific about what you want and include examples for common scenarios.
Try the action on a few test tickets before using it on all your incoming tickets. Review results and adjust settings as needed.
Check the Event History regularly to see how the action is performing and adjust your instructions based on accuracy and effectiveness.
This action suggests changes - you’ll typically want to add an “Update Ticket Fields” action right after it to actually apply the changes.
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.

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Default priority instructions

The following instructions are used by default when determining ticket priority. You can override them in Ticket Triage action settings. 
## How to determine Priority

- Priority is determined by urgency and impact
- Urgency is how quickly the issue needs to be resolved
- Impact is how many people are affected by the issue

#### Definitions:

- **Urgency - Low**: One user or a small group of users is affected
- **Urgency - Medium**: Departments or large groups of users are affected
- **Urgency - High**: The whole company is affected

- **Impact - Low**: More of an irritation than a stoppage
- **Impact - Medium**: Business is degraded, but there is a reasonable workaround.
- **Impact - High**: Critical - Major business processes are stopped, there is no reasonable workaround

#### Priority Matrix:

|               | High Urgency | Medium Urgency | Low Urgency  |
|---------------|--------------|----------------|--------------|
| High Impact   | PRIORITY 1   | PRIORITY 2     | PRIORITY 2   |
| Medium Impact | PRIORITY 2   | PRIORITY 3     | PRIORITY 3   |
| Low Impact    | PRIORITY 3   | PRIORITY 3     | PRIORITY 4   |

### Additional Instructions
- "Priority 1 - Emergency Response" is rather rare and extreme. Choose it ONLY if the issue is absolutely critical
- "Priority 4 - Scheduled Maintanence" is rather rare and extreme. Choose it ONLY if the issue is absolutely not important
- Usually you will choose "Priority 3 - Normal Response" or "Priority 2 - Quick Response"
- Choose "Priority 3 - Normal Response" for quote requests
- If you are not sure what to choose or there is not enough information to determine urgency, impact or priority - go with "Priority 3 - Normal Response"
- If it appears that the ticket is a question, you should assume it's a "Priority 4"

### Acceptance criteria
1. Determine urgency
2. Determine impact
3. Use the Priority Matrix and Additional Instructions to pick Priority based on Urgency and Impact
4. Follow custom instructions to amend the priority choice
5. Explain your reasoning, urgency choice, impact choice, priority choice in "justification" section of your response

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Example workflows

  1. Trigger: New ticket created
  2. Ticket Triage - Analyze and categorize all ticket fields
  3. Update Ticket Fields - Apply all suggested changes
  4. Result: Every new ticket is properly categorized and prioritized automatically
  1. Trigger: Ticket created with “Unknown” company
  2. Ticket Triage - Identify real company and contact from ticket content
  3. Update Ticket Fields - Apply company and contact assignments
  4. Result: No more tickets stuck in generic “Unknown” categories
  1. Trigger: New ticket created
  2. Ticket Triage - Set priority based on impact and urgency
  3. Update Ticket Fields - Apply priority and move to appropriate queue
  4. Ticket Dispatch - Assign to technician based on priority level
  5. Result: High-priority tickets get immediate attention from right people

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Frequently asked questions

This happens specifically in Autotask when Neo changes a ticket’s company during triage. Here’s what’s happening behind the scenes:
  1. The ticket already has a contract attached from the original company
  2. Neo identifies the correct company during triage and attempts to update it
  3. Autotask prevents the company change because the existing contract belongs to the old company, not the new one
  4. Neo removes the old contract to allow the company change to proceed
  5. Neo applies the default contract for the newly assigned company
This is an Autotask system limitation, not a Neo configuration issue. When a ticket has a contract attached, Autotask requires that any company change must use a contract associated with the new company.
To avoid this behavior, you can exclude the Company field from your Ticket Triage action configuration. However, this means tickets with incorrect company assignments won’t be automatically corrected.