DevOps & Cloud · Support ticket triage
TicketSense
Support that remembers.
Every new ticket arrives categorised and prioritised, matched to the ticket that solved it last time and the guide that answers it, with a draft reply ready.
$ ticket-resolver triage new-tickets.csv --history history.csv --kb guides/
9 ticket(s): 4 P2, 4 P3, 1 P4; 5 with a high-confidence draft reply; 1 possible incident(s)
! Possible incident C1: 3 tickets about 'vpn' between 09:02 and 09:20
P2 HD-501 VPN won't connect · similar: 4101 (64%) · guide: VPN troubleshooting
P3 HD-504 Account locked · !! contains password: redact the ticket and ask them to change it
The problem
Agents re-solve the same VPN, password and Outlook tickets every week, and an outage is noticed late because ten people reported it separately.
What it does
Reads exports from Jira, Zendesk, Freshdesk, ServiceNow or any helpdesk CSV/JSON
Category learned from your own resolved tickets, priority with the reason
Finds the most similar resolved tickets and what fixed them
Quotes the section of your guides that answers it
Drafts a reply and says what to ask the customer for
Flags passwords, card, Aadhaar and PAN numbers pasted into tickets
Groups bursts of similar tickets into a possible incident
Insights: recurring issues, hours spent, and which need a guide
How it works
- Export your resolved and new tickets
- Point it at your guides folder
- Review the drafts, import the CSV back
Works with
Your data
- Personal data in tickets is flagged.
- Runs on your infrastructure.
- Drafts are always reviewed by an agent.
Who it's for
Questions
Does it reply to customers?
No. It drafts; your agents decide.
How does it spot outages?
A sudden burst of similar tickets is flagged as a likely incident, minutes after it starts.
Related
Often used with TicketSense
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A 30-minute call. We run the product on your export, repository or document and walk you through the results.