Ticket Auto-Triage & Routing

What it does

Auto-triage reads a ticket's title and description and scores them against your organization's keyword taxonomy to suggest three things:

• Category — which service surface the ticket belongs to (Access, Email, Hardware, Software, Network, Onboarding, Security, …).
• Priority — escalated by urgency keywords, VIP requesters, and "major incident" signals.
• Assignment group — the queue / team that owns that category, so the ticket lands in the right place.

It's a deterministic keyword engine — no guessing, no LLM cost — so it runs on every inbound ticket. For the hard cases, an AI agent can layer judgment on top via the triage_task MCP tool.

Three places it runs

1. On inbound email — when an email ticket arrives and no subject-line routing rule matches, auto-triage fills the category, priority, and assignment group (only if enabled in Ops Settings).
2. On demand — click 🧭 Triage on any ticket's detail page to see the suggestion, then apply it.
3. From an AI agent — the triage_task MCP tool returns the suggestion (and applies it with apply=true, Admin).

Configuring the taxonomy

Go to TATER Ops → Settings → 🧭 Auto-Triage:

• Enable auto-triage on inbound email — the master switch for intake triage. (The on-demand 🧭 Triage button and the MCP tool always work regardless.)
• VIP requester emails — tickets from these addresses escalate priority (never downgraded).
• Taxonomy (advanced JSON) — fine-tune categoryKeywords (category → trigger words), priorityKeywords (priority → trigger words), categoryRouting (category → assignment group), and criticalKeywords (terms that force top priority). Leave it blank to use TATER's built-in defaults.

The scoring weighs title matches 2× body matches; the category with the highest score wins, and confidence reflects the margin over the runner-up.

Reporting

Insights → Ticket Triage & Routing shows the category mix, priority mix, assignment-group distribution, and — importantly — how many tickets are unrouted (no assignment group). A high unrouted percentage means your taxonomy needs more categoryRouting entries or that auto-triage isn't enabled.

For AI agents (MCP)

• triage_task (write when apply=true, Admin) — suggest category/priority/assignment group for a ticket, with the signals that drove each; optionally write them onto the ticket. Override with update_tasker_task when context warrants.

How it relates to subject-line routing

The existing email-intake routing rules (subject regex → category/priority/assignee) still take precedence — they're explicit and predictable. Content auto-triage is the fallback that catches everything the subject rules don't, so tickets are never left uncategorized.