Every ticket.The right expert.On the clock.
TriageIQ is the orchestration layer between your inbound channels and your support org. It reads every incoming ticket, classifies it against your taxonomy, scores it against your live skill-and-load matrix, and routes it to the right N1, N2 or N3 expert with an SLA clock already running. Built for VP Support and CIOs in regulated environments.
- median ticket-to-assignee
- <30s
- first-touch routing accuracy
- 92%
- P1/P2 SLA breaches
- -68%
- audit-traceable decisions
- 100%
Orders of magnitude the installation aims for; they are measured on your premises during the audit, on your volumes.
Every ticket classified, assigned and timed before a person opens it.
TriageIQ reads the ticket, classifies it on twelve axes, finds the right on-call person and starts the SLA clock. Here is a fictional incident, minute by minute.
Fictional scenario, illustrative values
Fully automated, nothing to manage.
12-axis classification taxonomy
Every ticket is scored on 12+ axes: urgency, business impact, affected service, regulatory exposure, customer tier, language, sentiment, root-cause family, expertise level, billable contract, SLA clock pressure, recurrence. Structured JSON verdict your ITSM can act on, no free-text guesswork.
Skill & load matrix routing
A FastAPI engine cross-references classification against your live agent matrix: certifications (ITIL, AWS, PCI-DSS), domain expertise, current workload, on-call shift, language. Tickets land on the right N1/N2/N3 the first time, zero ping-pong escalations.
SLA clock & breach prevention
Each routed ticket triggers a live SLA timer with pre-breach alerts at 50%, 75% and 90% of contractual deadline. Auto-escalation paths, manager notifications and audit logs are generated, single source of truth for compliance and exec dashboards.
Live in days, not months.
- 01
Week 1-2, Taxonomy & matrix
Audit your service catalog, model the 12+ axis taxonomy, extract the agent matrix (certifications, loads, on-call) from your ITSM.
- 02
Week 3-4, Wiring & shadow
ServiceNow / Jira SM / Zendesk / GLPI webhook connector, SLA engine deployed, parallel-run shadow mode (TriageIQ proposes, human dispatcher validates).
- 03
Week 5-6, Cutover & live audit
Auto-routing on high-confidence classifications, append-only audit log in production, SOC2 / ISO 27001 / DORA dashboards delivered to your CISO.
The pipeline behind this offer.
WhatsApp
Gmail
SlackTéléphone (SIP)
TwilioRingoverAsteriskDétection de voixTranscriptionSynthèse vocale
FastAPILLM localTraductionFastAPI
PostgreSQL
RedisGmailWhatsAppSlackWe plug the agent into the tools you already use.
ServiceNow
Jira
Zendesk
Salesforce
PagerDuty
n8n
Nothing to learn: we configure and operate these connections for you.
A payment-rail incident lands. And your whole weekend burns.
It's 02:47 on a Saturday. A payment-rail incident lands in your shared inbox, tagged 'urgent' by a customer who doesn't know the difference between a degraded API and a full outage. Your N1 on shift opens it, hesitates, escalates to the wrong N2 squad, who escalate again at 03:12. By 04:00 the SLA is breached, the regulator gets notified Monday, and your VP Support is writing the post-mortem on Sunday. TriageIQ would have read the payload, classified it as P1-Payments-Regulated, paged the on-call PCI-certified N3, and started the SLA clock at 02:47:08, before the customer hit refresh.
Enterprise support orgs handling 500-10000 tickets/day lose an average of 23% of agent capacity to mis-routing and re-assignment loops (HDI 2025). The average P1 incident touches 4.2 agents before reaching the resolver; each handoff adds 18 minutes of clock-time and a 14% probability of SLA breach. In regulated sectors, fintech, insurance, telecom, a single breached P1 SLA can trigger contractual penalties of 50k-500k EUR plus mandatory regulator disclosure. Mean-time-to-assign (MTTA), not mean-time-to-resolve, is now the leading indicator of ITSM maturity in Gartner's 2025 ITSM Magic Quadrant criteria.
Wikolabs installs AI systems built on open-source models, on your premises, paid once. No black box: your data, your prompts and your history stay in your infrastructure. We quote at a fixed price or on time and materials, never per ticket or per token, and we say before you sign what works and what does not yet.
TriageIQ plugs into your existing ITSM stack (ServiceNow, Jira Service Management, Zendesk, Freshservice, GLPI) via webhook or polling connector. Inbound tickets are normalized in n8n, classified against your custom taxonomy, scored against the live skill-and-load matrix in FastAPI, and pushed back to your ITSM with assignee, priority, SLA clock and routing rationale. Every decision is logged with model version, prompt hash and confidence score, ready for your SOC2, ISO 27001, or DORA audit. Go-live in 4-6 weeks with parallel-run shadow before cutover.
Every ticket at the right priority level, automatically
In an unsorted helpdesk, urgent tickets drown in mundane requests. A critical bug gets the same priority as a billing question. The Triage & Escalation Agent classifies every incoming ticket by urgency, category and sentiment, automatically answers frequent questions and routes complex cases to the right human agent with an LLM summary.
Without automatic triage, human agents read all tickets in order of arrival. Urgent cases wait. Basic questions mobilize experts. And the cost per ticket stays too high to scale support.
Each incoming ticket (email, Zendesk, Intercom, Freshdesk) is analyzed by LLM: urgency (P1–P4), category (billing, bug, onboarding, etc.), sentiment and estimated complexity. The agent immediately answers common P3/P4 tickets, escalates P1/P2 to the most available human agent with a contextual summary.
How we deploy
- 01Helpdesk connection
Integration with Zendesk, Freshdesk, Intercom, Linear or any ticketing tool via API. Incoming webhook setup.
- 02Triage rules definition
Workshop to define your categories, priority levels and routing rules by team or agent.
- 03Auto-response library
Import your standard responses for frequent questions. The agent personalizes them per ticket before sending.
- 04Dashboard & SLA monitoring
Real-time view of SLAs, queued tickets by priority and automatic vs. human resolution rate.
Concrete benefits
Critical incidents are detected and escalated in under 2 minutes, regardless of when they arrive.
Frequent questions (password reset, order status, FAQ) are resolved automatically.
Each agent only handles tickets matching their specialty, with a contextualized summary. Less reading, more resolving.
Frequently asked questions
Which helpdesks are supported?
Can the agent escalate to different teams?
How do you prevent incorrect automatic responses?
Does triage work in multiple languages?
Take back control of your queue
4-6 weeks to cutover. Parallel-run shadow mandatory. SOC2 / ISO 27001 / DORA audit log delivered.