Try IrisGPT for free on your own data

Get started with IrisGPT within a few minutes

Try for Free

Proactive Support with AI-powered ticket triaging

Correlate customer support tickets with engineering
and DevOps issues to contextualize user issues
and prevent costly engineering escalations.
Automated two-way workflows.
Correlate customer support tickets with engineering
and DevOps issues to prevent costly engineering
escalations. Automated two-way workflows.
support agent
Try out IrisGPT on your own data for free
FOR CUSTOMER SUPPORT TEAMS
about

Real-time correlation of tickets, alerts & bugs for faster resolution

IrisAgent can identify when a product release or
feature regression/bug is the source of a customer
issue. Resolve customer support teams' tickets faster and get alerts about product bugs.
checkCircle

Better collaboration and
partnership with
engineering teams

checkCircle

Workflow automations to
save manual labor and
avoid mistakes

checkCircle

Instant problem discovery
to help you resolve
support tickets faster

FOR CUSTOMER SUPPORT TEAMS

Real-time correlation of tickets, alerts & bugs for faster resolution

IrisAgent can identify when a product release or
feature regression/bug is the source of a customer
issue. Resolve support tickets faster and get alerts
about product bugs.
support agent
checkCircle
Better collaboration and
partnership with engineering
teams
checkCircle
Workflow automations to
save manual labor and avoid
mistakes
checkCircle
Instant problem discovery to
help you resolve support
tickets faster
support agent

Discover trending
customer issues with
anomaly detection

Our Early Warning Engine detects product and
customer experience issues based on anomalies and
trends in customer support agents and users' data.
support agent
checkCircle

Find and Resolve impactful
issues that are affecting
customers at scale

Find and Resolve impactful issues
that are affecting customers at scale

checkCircle

Create automated
workflows for real-time
alerts

Create automated workflows for
real-time alerts

checkCircle

Collaborate with internal
product and engineering
teams

Collaborate with internal product
and engineering teams

FOR PRODUCT AND ENGINEERING TEAMS

Know the revenue and customer sentiment impact of product bugs

  • Prioritize product bugs with a significant
    impact on customer support
  • Know which customers are impacted by
    key bugs
  • Bugs and tickets are synchronized as
    they update
support agent
Transform your customer
support operations
45% FASTER
response times
60% REDUCTION
in escalations
35% TICKETS
responded with AI

Any questions?

We got you.

secure
Ticket triaging is a critical process in handling customer queries, support documents, and concerns. It helps companies manage and prioritize a high volume of support tickets according to their urgency and significance. With efficient and effective ticket triage process, support teams can speed up their responses to critical issues and improve their overall customer service. In any helpdesk scenario, ensuring that tickets are addressed in a timely and effective manner is crucial, and that's where ticket triaging comes into play. Recently, AI has been introduced into ticket triage to automate and streamline the manual triage process. AI ticket triage uses machine learning algorithms to analyze the content of support tickets and automatically assign them a priority level. This automation reduces the manual labor involved in the triage process and can significantly increase ticket resolution speed, leading to higher customer satisfaction rates.
Typically, ticket triaging is a process where support tickets are analyzed, prioritized, and assigned to the right team or agent to ensure the quickest possible resolution of customer requests. It starts with the creation of a support ticket where someone reports an issue. This ticket is then assessed based on predefined factors such as urgency, complexity, and the required skillset for resolution. After this process, known as ticket triaging, the ticket is sent to an appropriate team member or agent for resolution. Nowadays, AI ticket triage systems are increasingly being used for automating and improving the ticketing automation triaging process. AI ticket triage uses machine learning algorithms to analyze past ticket data and learn patterns related to the assignment and resolution of tickets. This allows a triage system to predict the best possible team or agent for new tickets, thereby reducing the time required for ticket resolution and improving customer satisfaction.
In a ticketing system and triaging system, tickets are categorized based on several criteria, including priority, type of issue or request, affected system or service, and who is responsible for resolving the issue. These criteria ensure that the appropriate resources are allocated to resolve the issue most efficiently. Ticketing and ticket triaging is critical in managing a large volume of tickets and ensuring the speedy resolution of issues. The use of AI ticket triage can further enhance this process, by using training data and utilizing machine learning algorithms to automate the categorization and prioritization of tickets. This increases efficiency and minimizes errors that could be made during manual categorization. AI ticket triage can learn from past data and continually improve the accuracy and speed of the ticket triage system, providing significant customer benefits.
Ticket triaging plays a significant role in enhancing customer satisfaction by ensuring that service requests are managed efficiently. When tickets are categorized and prioritized effectively, high-priority support issues, such as critical technical problems or urgent customer needs, are addressed promptly, minimizing downtime and frustration. Customers appreciate quick responses and resolutions, which in turn positively impact their satisfaction. Additionally, by triaging tickets, lower-priority tickets are managed in an organized manner, preventing them from overshadowing critical issues. This streamlined approach ensures that resources are allocated where they are needed most, contributing to faster issue resolution times and an overall improved customer experience. Furthermore, ticket triaging allows support teams to identify recurring trends and areas for improvement, leading to better service and long-term customer loyalty.
Yes, ticket triaging can be automated using machine learning software like IrisAgent. Automated ticket triage systems can analyze incoming service requests or tickets based on criteria such as issue type, urgency, and keywords. Machine learning algorithms can also be employed to improve the accuracy of ticket categorization and prioritization continually. This automation of ticket ai streamlines the process by swiftly prioritizing tickets, directing high-priority tickets to the appropriate personnel and placing lower-priority tickets in organized queues. By automating ticket triage, organizations can reduce manual workloads, respond to critical issues more quickly, and enhance overall efficiency in customer support or service management operations.
Success in ticket triaging is typically measured by looking at several key performance indicators. These may include the time taken to respond to a ticket initially, the total time spent on routing tickets, resolving the issue, the number of tickets resolved within the stipulated service level agreement (SLA), and the customers' satisfaction rate. By closely monitoring these metrics, it becomes easier to assess the effectiveness of your ticket triage and ticket automation process.

© Copyright Iris Agent Inc. All Rights Reserved