AI Triage & Categorization
QueAssist is QueueDesk's built-in AI engine. It is designed to take the friction out of ticket intake by triaging tickets before a human agent sees them.
1. How AI Triage Works
When a ticket is created (via the web portal form, email, or portal chat), QueAssist runs a multi-step analysis on the raw ticket subject and description:
[Raw Ticket] ──> [QueAssist Analysis] ──> [Structured Triage Data]
├── Category & Subcategory
├── Urgency & Impact
├── Estimated Priority (P1-P4)
└── Suggested Group Routing
- •Intent Detection: Analyzes what the user actually wants (e.g. password reset vs hardware outage).
- •Category Resolution: Matches the ticket description to your active ticket categories. If no close match is found, it safely suggests a new category without corrupting settings.
- •Priority Mapping: Estimates impact and urgency to assign a standard priority pill (e.g., P1 Critical to P4 Low).
2. In-Queue Visibility
Inside the Agent Queue (/home), tickets triaged by QueAssist display a green AI badge.
- •Clicking into the ticket detail page surfaces the QueAssist Triage Card in the sidebar.
- •The Triage Card highlights the reasoning behind the categorization, extracted details (like usernames, errors, software names), and a confidence percentage.
- •Agents can verify and apply the triaged values in one click, or make manual adjustments.
3. Does QueAssist Ever Change the Ticket Type?
Category, priority, urgency, and group routing are always open to AI triage — that's the point. The ITIL type (Incident, Service Request, Problem, or Change) is treated differently, because changing it also renumbers the ticket (e.g. REQ-1042 becoming INC-1042 in Per-type numbering), which is disruptive if it happens silently after someone has already picked a type on purpose.
The rule is simple: if a type was explicitly chosen when the ticket was created, QueAssist will never override it.
| How the ticket was created | Who chose the type | Can QueAssist change it? |
|---|---|---|
Agent dashboard (+ New) | The agent, from the type dropdown | No |
| Employee portal form (Report an Issue / Request a Service) | The employee, by picking the form | No |
| QueAssist chat | QueAssist itself, from the full conversation | No — it already decided with more context than a title alone gives |
| Inbound support email | Nobody — there's no type picker in an email | Yes. QueAssist reads the subject and body and classifies it as one of the four types before the confirmation email is sent, so the number an employee sees in that first reply is already final. |
Everything else — category, priority, group, and the AI summary shown on the Triage Card — is triaged and can be adjusted on every channel, including email, regardless of type. Agents can still change the type manually at any time from the ticket detail sidebar; that manual change is never overridden either.