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 (tenant-configurable), 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.
What informs the routing decision
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.
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.
Working with a routing suggestion
Open the incident, go to the AI Analytics tab, and scroll to Triage Routing to see the suggested tier, a confidence bar, and a plain-language explanation of the reasoning.
- Accept it — click Accept Suggestion to assign the incident to the suggested group/tier. The action is recorded on the timeline.
- Override it — open the Edit panel, manually change the assigned group, and save. Your manual assignment takes precedence and is logged as an override, not silently discarded.
- Escalate manually — if a ticket turns out to need deeper investigation than its initial tier suggests, change the assigned group to a higher tier and set the state to in progress yourself.
Example
The same VPN ticket arrives in the triage queue. Its AI Analytics tab shows Triage Routing suggested L2 Technical Analyst at 92% confidence, with reasoning citing three similar VPN incidents resolved in the last month. The triage specialist clicks Accept Suggestion, and the ticket moves straight to the L2 queue without anyone manually picking a group.