Triage & Escalation Agent

Every ticket at the right priority level, automatically

WhatsApp
Agent sheet
Category
Support and customer service
Model
open, installed on your premises
Data
never leaves
Subscription
€0 per month
01Overview

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.

The problem

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.

Our answer

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.

02How it works

Live in four steps.

  1. 01
    Helpdesk connection

    Integration with Zendesk, Freshdesk, Intercom, Linear or any ticketing tool via API. Incoming webhook setup.

  2. 02
    Triage rules definition

    Workshop to define your categories, priority levels and routing rules by team or agent.

  3. 03
    Auto-response library

    Import your standard responses for frequent questions. The agent personalizes them per ticket before sending.

  4. 04
    Dashboard & SLA monitoring

    Real-time view of SLAs, queued tickets by priority and automatic vs. human resolution rate.

03What you gain

Results you can measure.

P1 SLA met 99% of the time

Critical incidents are detected and escalated in under 2 minutes, regardless of when they arrive.

50% of tickets handled without an agent

Frequent questions (password reset, order status, FAQ) are resolved automatically.

More effective agents

Each agent only handles tickets matching their specialty, with a contextualized summary. Less reading, more resolving.

04Frequently asked

What we get asked before signing.

Which helpdesks are supported?
Zendesk, Freshdesk, Intercom, HubSpot Service Hub, Linear, Jira Service Desk and any tool with a webhook or REST API.
Can the agent escalate to different teams?
Yes. You define routing rules by category: bugs → tech team, billing → finance team, etc.
How do you prevent incorrect automatic responses?
A minimum confidence threshold is set. Below it, the agent drafts a response for human review rather than sending directly.
Does triage work in multiple languages?
Yes. The agent classifies and responds in the ticket's language. Multilingual routing is natively supported.

Let's talk about your case for thirty minutes.

A conversation to understand your context, volumes and tools. You leave with a scope and an order of magnitude, no commitment.

WhatsApp
+261 38 66 261 00team@wikolabs.com