Ticket Triage Copilot
Support agents lose time manually sorting tickets by urgency and topic before they can even respond. This copilot analyzes pasted ticket text, classifies it into priority (High/Medium/Low) and category (Billing/Technical/Account/General) using keyword and sentiment analysis, then drafts a suggested first reply. You review a structured triage row and the draft — no more reading every ticket twice.
Category: Customer Service
How it works
- Paste a support ticket description into the input column.
- The copilot scans the text for urgency cues and topic keywords.
- It classifies the ticket by priority and category.
- A suggested first reply is drafted in the final column for your approval.
Key benefits
- Sort tickets into priority and category in seconds, not minutes.
- Get a consistent triage table for every incoming ticket.
- Draft a relevant first reply without typing from scratch.
- Reduce backlog by speeding up the initial triage step.
Use cases
- Customer support teams handling high-volume ticket queues.
- Small businesses with no dedicated triage role.
- Freelancers managing support across multiple clients.
Frequently asked questions
How does Ticket Triage Copilot classify tickets?
It uses keyword and sentiment analysis to scan pasted ticket text and assign a priority (High/Medium/Low) and category (Billing/Technical/Account/General).
Do I need to write any code to use this?
No, it works out of the box on Gaia's native table with no external connections or coding required.
Does it automatically send replies to customers?
No, it only drafts a suggested first reply; a human must review and approve before anything is sent.
Which apps does it connect to?
It doesn't connect to any external apps — it works directly within Gaia's native table where you paste ticket text.
Can I customize the priority levels or categories?
The copilot uses predefined categories (Billing/Technical/Account/General) and priorities (High/Medium/Low), but you can adjust the classification logic within Gaia's no-code interface.
