On any ticket, see similar past tickets, a suggested category, priority, and assignee, and the knowledge most likely to resolve it.
For each ticket, triage surfaces similar past tickets and suggests a category, priority, and assignee to start from.
For the operator
Opening a new ticket, an agent sees the most similar resolved tickets and a suggested category, priority, and owner derived from how those were handled, plus the knowledge articles most likely to apply. When a ticket resolves with no article attached, the system flags a knowledge gap.
Business impact
New agents triage like veterans because the system shows them how similar tickets were solved. The knowledge base improves itself: every gap a resolution exposes becomes a signal to write the missing article.
