Support Queue Triage Automation overview

Automates the routing and prioritization of incoming support tickets across all channels -- applying NLP-based intent classification to categorize tickets by product area, issue type, and urgency, computing priority scores from customer tier, contract SLA obligations, and issue severity signals, auto-assigning tickets to the appropriate queue based on agent skill tags and current workload distribution, attaching relevant knowledge base articles and historical resolution patterns to the ticket context, triggering SLA countdown timers with escalation rules matched to contract terms, and feeding misclassification feedback loops back into the routing model. Produces auto-triage accuracy dashboard, queue distribution analytics, and SLA assignment audit trail. Excludes ticket resolution and agent training.