AI ticket triage that routes every ticket to the right team
When tickets land in one queue, the urgent ones get buried. Emplai's ticket triage reads each ticket, classifies the topic and urgency, and assigns it to the right team. Urgent issues are escalated so they don't sit. Your agents open a queue that's already sorted, so they spend time solving instead of sorting.
How it works
Reads the ticket
Captures the incoming ticket and its details.
Classifies it
Works out the topic (bug, billing, how-to, feature) and how urgent it is.
Assigns the team
Routes it to the right team so it lands with the people who can solve it.
Escalates the urgent
High-urgency tickets are escalated for a human to jump on fast.
Why teams use it
A pre-sorted queue
Agents open tickets that are already categorized and routed.
Urgent never waits
Time-sensitive tickets are surfaced instead of buried in the pile.
Consistent routing
The same rules apply to every ticket, at any volume, any hour.
Approve-first on actions
Anything that goes back to the customer waits for your approval.
Frequently asked questions
How does AI ticket triage decide the team?
It classifies the ticket's topic and urgency and routes it to the team you've mapped for that category, escalating urgent issues so they get picked up quickly.
Does it replace my support agents?
No. It removes the sorting and routing work so your agents spend their time actually resolving tickets. People still own the resolution.
Can it handle high ticket volume?
Yes. It applies the same classification and routing to every ticket consistently, no matter the volume or time of day.
Put Tess to work today
Approve-first, logged and reversible. You stay in control of every action.