ClassifyCoreAI
Auto-classify and route every incoming ticket.
Reads each incoming ticket and assigns the right category, team, and technician automatically, escalating low-confidence cases to manual triage.
- Reads each raw inbox ticket and places it in a hierarchical category from its content and metadata, no manual sorting.
- Suggests the right team and the best-fit technician within it, scored on skills, current workload, and past resolution history.
- Routes any low-confidence classification to a manual triage queue so misassignments never reach the wrong team.
- Cuts first-touch triage from minutes to seconds, keeping P1 incidents from waiting behind misrouted noise.
From signal to outcome
Content reading
The subject, body, and extracted attachment text are evaluated together to capture the full request.
Hierarchical classification
It derives the full chain of main category, subcategory, and underlying core service.
Skill and workload match
The competencies a ticket requires are scored against each technician's profile, current load, and history.
Confidence check
Classifications below 85% confidence are flagged uncertain and queued to a service manager for review.
The situation
At Birikim Holding, 47 new tickets hit the inbox at 09:14 on Monday. Two were P1 incidents, most came from different domains, and many had landed on the wrong shared mailbox, support@birikim, leaving the service desk to sort everything by hand.
The outcome
ClassifyCoreAI placed 42 tickets into hierarchical categories at 90%+ confidence and queued the 5 uncertain ones to the service manager. INC-2847 was correctly filed under Infrastructure / Email and assigned to Mert Kaya in 12 seconds, replacing manual triage that used to take 6 to 8 minutes per ticket.
Common questions
On clear tickets it routinely classifies at 90%+ confidence. Anything below the 85% threshold is never force-assigned; it is flagged uncertain and sent to a service manager's triage queue, so a human always handles the ambiguous cases.
See ClassifyCoreAI in your workflow.
Book a demo and we'll show ClassifyCoreAI working inside the platform — on your real tickets and data.