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.
Multi-tier routing
Every ticket lands on the right expert · first time.
02:47 on a Saturday
A payment-rail incident lands. And your whole weekend burns.
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 builds production AI orchestration for regulated B2B operators across Europe and the Indian Ocean. Our team has shipped ITSM, fraud-ops and back-office automation for banks, telco operators and public-sector clients · environments where every routing decision must be auditable, every model output traceable, every escalation path documented for the regulator. We run n8n, FastAPI and our LLM stack behind SSO, VPN and on-prem deployment options. No vendor lock-in, full source access, EU data residency available.
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.
12-axis taxonomy
No free-text. Structured JSON, confidence scores, audit-ready.
Every inbound ticket produces a JSON verdict across 12+ dimensions · directly consumable by your ITSM, exportable for regulatory audit.
Pipeline n8n + LLM + Python · vertical
From ingest to audited routing · in under 30 seconds.
Webhook ingest & normalize
n8n receives webhooks from ServiceNow, Jira SM, Zendesk, email, Teams, or custom API. Payload is normalized into a unified ticket schema with source, channel, customer-tier and raw content fields.
Multi-criteria LLM classification
An LLM classifies the ticket against your custom taxonomy: priority (P1/P2/P3/P4), category, affected service, regulatory flag, language, sentiment, required expertise tier. Returns structured JSON with confidence scores.
Skill & load matrix lookup
FastAPI service cross-references classification against the live agent matrix: certifications, domain expertise, current open-ticket load, on-call schedule and language fluency. Returns ranked candidates.
SLA engine & clock assignment
SLA engine applies contractual deadlines based on customer tier and priority, schedules pre-breach alerts at 50/75/90% and arms auto-escalation paths to N2/N3 and management.
Routing decision & audit log
Final routing verdict is committed to an append-only audit log: model version, prompt hash, confidence, candidate ranking, chosen assignee · ready for SOC2, ISO 27001, DORA evidence requests.
ITSM update & ticket push
n8n writes back to your ITSM of record: assignee set, priority adjusted, SLA timer attached, routing rationale appended as internal note, parent-child links for related incidents.
Multi-channel notification
Assignee is notified via the channel they live in · Teams, Slack, PagerDuty, SMS, email · with deep-link to the ticket, SLA clock and one-click acknowledge / reassign actions.
Compliance
Ready for your auditors.
Exportable model-decision logs
Access control & traceability
Regulatory incident reporting
EU residency available (Paris, Frankfurt)
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.
Compatible with your ITSM
servicenow
atlassian
zendesk
freshworks
salesforce
pagerdutyFrom signature to cutover
4-6 weeks · parallel-run mandatory before production.
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.
Week 3-4 · Wiring & shadow
ServiceNow / Jira SM / Zendesk / GLPI webhook connector, SLA engine deployed, parallel-run shadow mode (TriageIQ proposes, human dispatcher validates).
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.
Operational in 4-6 weeks
Take back control of your queue
4-6 weeks to cutover. Parallel-run shadow mandatory. SOC2 / ISO 27001 / DORA audit log delivered.
- ITSM connector (ServiceNow / Jira / Zendesk / GLPI)
- Custom 12-axis taxonomy
- SOC2 / ISO 27001 / DORA audit log
- Mandatory parallel-run shadow
- On-prem or EU residency