Every ticket that lands in PulseServe passes through a Triage Routing Agent before a human ever sees it. It classifies the incident into a support tier — L1.5 Triage Specialist, L2 Technical Analyst, or L3 SME/Infrastructure — and attaches a confidence score between 0 and 1 to that classification.
That confidence score matters more than the classification itself. When the agent is at least 90% confident, the ticket is auto-assigned straight to the right support group. When it is not, the ticket still gets the same enrichment — but a human makes the routing call instead of the model.
Routing is not a bare guess. The agent cross-references similar incidents resolved in the last 30 days and surfaces matching runbooks ranked by category, subcategory, and configuration-item class, so whoever picks up the ticket starts with precedent instead of a blank page. It also generates plain-language complexity signals — "critical priority," "CI linked," "blast radius likely high" — so reviewers can sanity-check the model's reasoning at a glance rather than trusting a black box.
For tickets that came in through the self-service portal, category policy can additionally require manager approval before IT fulfillment begins, and role-based visibility means agents only see tickets that are assigned to them, unassigned in their group, or ones they submitted themselves — unless they are an admin or manager.
The effect is a queue that mostly sorts itself: routine, well-understood tickets get to the right person immediately, and only the ambiguous ones ask for a human decision.