Intent recognition
Knows that "my printer is jammed" and "can't print" are the same issue. Trained on 10M+ MSP tickets across PSAs, ITSMs, and channels.
Intent · 94% accuracy
Every ticket. Read.
Categorized in seconds.
TriageAssist reads every inbound ticket the moment it arrives. Extracts intent, urgency, category, sentiment, and client context — and writes the structured classification straight back to the ticket. Categorization only. Routing stays in your dispatcher's hands.
- < 2s
- Avg classify time
- 94%
- Classification accuracy
- ∞
- Concurrent tickets
UNCLASSIFIED
CATEGORIZATION ONLY
PSA SYNC
AUDIT-LOGGED
Categorized in 1.4s.
Intent, urgency, category, sentiment, and client context written to ConnectWise #48291. Dispatcher made the routing call in six more seconds.
Six dimensions of every ticket. Written to the PSA in seconds.
No human reads the ticket first to figure out what it is. TriageAssist does that work — extracts the structured classification, attaches the context, and hands it to your dispatcher already understood.
Urgency scoring
"Our email is down for the whole office" → P1. "When you get a chance…" → P4. Contract SLA, business-hours, and tier weighting baked in.
Urgency · auto-priorityCategory tagging
Two- and three-level taxonomy. Email · M365 · Outage. Endpoint · Hardware · Printer. Tags written back to your PSA category fields directly.
Taxonomy-awareSentiment + tone
Frustrated, panicked, neutral, friendly. Surfaces VIP escalation tone before a tech opens the ticket. No more "didn't realize they were that mad."
Sentiment-awareClient & contract context
Tier, SLA, headcount, contract scope, VIP flags — pulled from your PSA / CRM and attached to the ticket alongside the classification.
CRM-awareMass-impact correlation
Five tickets in ten minutes saying "email is down" on the same tenant get linked as duplicates of one P1 — instead of opening five tickets and burning five SLAs.
Auto-dedupedIngest → parse → classify → contextualize → write.
Every ticket runs the same five-step protocol the moment it lands. TriageAssist categorizes — your dispatcher routes. The two stay cleanly separated, by design.
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Ingest
Ticket arrives from any channel — email, Teams, SMS, voice, portal, chat — and lands in the classification queue.
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Parse
Subject, body, attachments, sender metadata, channel signal — all extracted into a structured input.
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Classify
Intent, urgency, category, sentiment scored. Confidence levels reported. Low-confidence tickets flagged, never silently mis-tagged.
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Contextualize
Client tier, contract SLA, VIP flag, recent ticket history, and any matching active P1s attached to the record.
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Write
Classification + context written back to the PSA fields. Dispatcher routes from a fully understood ticket in seconds.
TriageAssist classifies. Your dispatcher routes.
We do not auto-route, auto-assign, or auto-escalate. Routing decisions stay where they belong — with your dispatcher, your on-call rules, and your team's judgment. TriageAssist's job is to make sure they're routing from a fully understood ticket, every time.
Read every ticket
No ticket sits in a queue waiting for a human to read it first. TriageAssist reads it the moment it arrives — across every inbound channel.
Sub-2-secondNo silent mis-routing
Below the confidence threshold, TriageAssist flags the ticket and surfaces it for human review. It will not silently push an ambiguous ticket into an L1 dead-end.
Honest-by-defaultMass-impact spotted early
Five "email is down" tickets in ten minutes get correlated into one P1 instead of five separate SLA timers. Your dispatcher sees the pattern before they see five tickets.
Auto-correlatedVIP & contract aware
Sentiment + client tier + contract SLA show up next to the classification. Your dispatcher sees "VIP, panicked, P1 contract" before they assign — not after the escalation hits.
Tier-awareTunable per-MSP
Your taxonomy. Your priorities. Your weights. The model is tuned on your historic outcomes — not a generic SaaS one-size-fits-all classifier.
Per-tenantEvery decision logged
Why was this tagged P1? Why was the category Endpoint and not M365? Every classification is auditable — and the model learns from your dispatcher's overrides.
AuditableAlways on. Every channel. Every ticket understood.
No queue waiting on a human dispatcher to read it. No SLA ticking on an unread inbox. No P1 sitting behind a printer ticket.
24/7
Always classifying
∞
Concurrency
6
Inbound channels
94%
Classification accuracy
Classification fields, populated automatically.
Category, sub-category, priority, sentiment, client context, related-ticket links, confidence score — written directly to the PSA fields your dispatchers already work in.
Numbers from MSPs running TriageAssist.
Average results across the first 90 days post-rollout.
87%
Faster time to first read
62%
Reduction in mis-categorized tickets
+3.4×
P1 detection speed
100%
Tickets read
What we like about TriageAssist is that it doesn't pretend to dispatch for us. It does the reading and tagging — the part our team was wasting an hour on every morning — and leaves the routing call where it belongs.
The triage layer that
does the reading, not the dispatching.
Book a 30-minute demo. We'll run live tickets from your tenant through TriageAssist — classification, context, confidence, and the structured tags written back to your PSA fields in real time.