Glossary
AI automation definition
What is Support triage agent?
A support triage agent reads customer requests, classifies issue type and urgency, answers approved common questions, updates tickets, and escalates unusual cases.
Plain-English definition
How it works in practice
Support triage agents help teams respond faster without forcing humans to read and categorize every repetitive request manually.
They work best with approved knowledge base content, ticket categories, escalation rules, and examples of requests that require human review.
The goal is not to remove support teams. The goal is faster first response, cleaner ticket queues, and better handoff context.