AI Ticket Triage
Sort, route and answer routine tickets so agents handle the hard ones.
We build AI triage for support desks: classification, priority and sentiment, routing to the right team, drafted or automatic replies for routine questions from your knowledge base, and escalation with context for the rest.
- Classify and route
- Drafted replies
- Escalation
Free 30-minute call with a senior specialist. Reply within one business day. Based in Jaipur, working with businesses across India.
- Discovery callFree 30 minutes with a senior specialist
- Scoped first phaseWritten scope, timeline and fixed price
- Build with weekly demosWorking software you can see every week
- Launch and supportGo-live with your team ready, then ongoing support
What is AI support ticket triage?
AI ticket triage reads incoming support requests, classifies them, sets priority, routes them to the right team and drafts or sends replies for routine questions using your knowledge base. Stack18 builds it on your helpdesk with confidence thresholds and human review.
Last reviewed 31 October 2026 by the Stack18 delivery team in Jaipur. Security and AI governance · Pricing · About Stack18
| What it covers | Classification and priority; Routing; Replies; Escalation; Quality and reporting. |
|---|---|
| Typical first step | Discovery Sprint: 2 weeks; fixed price. |
| Ready-made route | Customer OS Launch: live in 3–5 weeks; from ₹1.6L, one-time, no per-user fees. |
| Long-term option | Transformation Pod: 12–36 months; annual contract. |
| Measured by | First response time; Deflection rate; Resolution time; Misrouted tickets. Each against an agreed baseline. |
| Governance | Human approval at 5 governance gates, every AI agent action logged, NDA available on request. |
| Delivery team | Based in Jaipur, India. A senior specialist replies within one business day. |
You need this when…
Tap the ones that apply to you.
AI Ticket Triage, end to end.
Each capability is delivered by the same team on the Agentic SDLC, with your approval at every critical step.
Classification and priority
Each ticket is classified by category and intent, with priority, sentiment and language detected on arrival.
- Category and intent
- Priority and sentiment
- Language detection
Routing
Tickets reach the right queue by skill and workload, with SLA timers and duplicates merged.
- Skill and queue routing
- SLA timers
- Duplicate merging
Replies
Agents get drafted replies with knowledge-base citations, and approved routine intents can be answered automatically.
- Drafted replies for agents
- Auto-reply for routine intents
- Knowledge base citations
Escalation
Escalations carry a summary, risk and VIP flags, so people start with context.
- Summary on handover
- Risk and VIP flags
- Escalation rules
Quality and reporting
Accuracy review, deflection and satisfaction metrics and topic trends show where to improve content and process.
- Accuracy review
- Deflection and CSAT
- Topic trend reports
A typical engagement, step by step.
Senior people lead every phase. Specialised AI agents on the Agentic SDLC handle the repetitive work, and nothing ships without your approval.
Discovery
We map today's process, systems and data for classification and priority; routing; and replies, talk to the people who run it and agree the baseline for first response time and deflection rate so progress is measured from week one.
Design
We design the flows, roles, approvals and integrations for classification and priority; and routing, and review a clickable prototype with the people who will use it before anything is built.
Build in weekly demos
We build in weekly demos, starting with classification and priority, then routing and replies. Each release is tested on your own data and passes a human approval gate before the next begins.
Launch and support
We migrate data, train your team and support go-live. After 30 days we review first response time, deflection rate and resolution time against the baseline and agree what to extend next.
Start small. Scale when it works.
Every engagement begins with a short, fixed-price step so you can judge the fit before committing further. See pricing.
Discovery Sprint
Teams deciding which of classification and priority; routing; and replies to build first, and what it should cost.
- Duration
- 2 weeks
- Pricing
- Fixed price
- Scoped plan and timeline
- Team and fixed price
- Process map or prototype
Customer OS Launch
Teams that want a proven, ready-made base for AI ticket triage that goes live fast and can be extended later.
- Duration
- Live in 3–5 weeks
- Pricing
- From ₹1.6L, one-time, no per-user fees
- Pre-built modules to configure
- Data migration and training
- Extend with custom work later
Transformation Pod
Organisations running AI ticket triage across several teams, sites or systems over years.
- Duration
- 12–36 months
- Pricing
- Annual contract
- Dedicated cross-functional team
- Quarterly business reviews
- One accountable partner
What we have shipped, and what a typical engagement looks like.
Delivered projects link to the full case study. Illustrative scenarios describe typical engagements and are not named client results.
Subscription business with a busy desk
- Challenge
- Shared inbox with unassigned urgent tickets.
- What we do
- Classification, routing and drafted replies with escalation context.
- We would measure
- first response time, deflection rate and resolution time, against a baseline agreed in week one.
Pilot in weeks
Free support operations review
Tell us where support operations hurts most. We map what to fix first, whether ready-made or custom fits, and a realistic first step.
- Where to start and why
- Ready-made vs custom view
- Indicative timeline
We agree targets before we start.
Every engagement has a baseline and a target on the measures that matter to you, reported at every read-out.
AI Ticket Triage questions.
Will it reply to customers by itself?
Only for intents you approve and above a confidence threshold. Everything else goes to a person.
Which helpdesks does it work with?
Common helpdesk tools and shared inboxes with APIs. We confirm yours in discovery. We confirm versions, plans and API limits during discovery, so there are no surprises on integration day.
Does it work on WhatsApp?
Yes, with the official Business API. Messages use approved templates and recorded opt-ins, and provider fees are shown upfront. Messages use approved templates and recorded opt-ins, and provider fees are shown upfront.
Which languages?
English and Hindi, including mixed messages. We review a sample of real conversations each week during the pilot to improve phrasing and coverage.
How do we measure success?
By first-response time, deflection, resolution time and customer satisfaction against your baseline. We agree the baseline in week one and report against it at each weekly demo and at a 30-day review.
How much does AI ticket triage cost?
Every engagement starts with a fixed-price Discovery Sprint that produces scope, a plan and a quote. Customer OS Launch is available from ₹1.6L, one-time, no per-user fees, excluding GST. Changes are agreed in writing before they are built, so the price you approve is the price you pay.
What should we prepare before the first call?
Bring a short description of how AI ticket triage works today, examples of the documents or screens your team uses, and the three numbers that matter most to you. A senior specialist will use them to outline a first step and a fixed price.
Guides, comparisons and proof.
AI Agents for Business: A Practical Guide
What AI agents are, how they differ from chatbots, where businesses use them, and how to start with governance…
Read →CompareReady-Made vs Custom Software: How to Choose
Ready-made systems go live in weeks at a fixed price.
Read →GuideSoftware Development Cost in India: What Drives It
What drives custom software cost in India, how fixed price, time and materials and dedicated teams differ, and…
Read →TrustSecurity, Data Protection & AI Governance
How Stack18 keeps your data and AI work secure: human approval gates, your environment, audit trails, no model…
Read →Let's scope your AI Ticket Triage project.
Tell us where you are and where you want to be. A senior specialist will reply within one business day with next steps.
- Free 30-minute consultation
- Indicative estimate after the call
- NDA available on request