TicketTriage

TicketTriage is a web app (with optional Slack/Teams add-ons) that automatically classifies, routes, and enriches IT support tickets using lightweight AI plus deterministic rules. It ingests tickets from email and common helpdesks, then extracts key fields (device, app, location, urgency, error codes) and suggests the correct category, assignment group, and priority. It also generates a short “next action” checklist for the assigned tech and asks the requester one or two targeted follow-up questions when information is missing. The goal is not magic resolution—it’s reducing the time wasted on misrouted tickets, back-and-forth clarification, and inconsistent triage. Realistically, it won’t replace experienced dispatchers, but it can remove repetitive sorting work and standardize intake quality. Admins can audit every AI decision with citations (what text triggered what label) and override rules to fit their environment.