AI ticket triage: Every ticket arrives ready to work
The Automate AI agent classifies, diagnoses, and contextualizes every ticket before an IT admin opens it.
NinjaOneWhat is AI ticket triage?
AI ticket triage prepares every new ticket before an IT admin opens it. It sets the type and priority, and attaches rich diagnostics. It runs on top of the ITSM you already have. To deploy it, connect your ITSM and the tools you use for diagnostics. Start with the built-in triage skill, or edit it in plain English.
No prep work
Every ticket arrives with a summary, diagnostics, and the matching article.
Live in hours
No migration. Connect your ITSM and tools, and triage starts.
Faster first response
Tickets are enriched the moment they land, not when someone gets to them.
No back-and-forth
Device and account status is already on the ticket, so no one has to ask.
Your rules, your way
Decide what to collect in plain English, and change it anytime without code.
What happens to every ticket
Automate runs five steps in order and writes each result back to the ticket in your ITSM.
Triage note
Adds a summary, sentiment, urgency, and entities.
Type
Sets type, subtype, and item from your definitions.
Priority
Sets priority from your definitions.
Diagnostics
Adds diagnostics using external integrations.
Knowledge base
Attaches relevant documentation.
Triage rules written in plain English
Tell Automate how your team classifies and prioritizes tickets, in your own words. It follows your rules on every ticket.
- Uses your own ticket types, subtypes, and priorities
- Starts from the built-in triage skill
- Sets which diagnostics to collect
Works with your ITSM and tools
Tickets stay in your ITSM. Diagnostics come from your RMM, MDM, and identity provider.
Browse all integrationsStart with triage. Grow from there.
Triage tickets first, then let AI resolve, prevent, and automate the rest.
- 01You are hereAI ticket triageAutomate
- 02AI ticket resolutionAutomate
- 03Self-service IT supportAssist
- 04IT workflow automationAutomate
Stop preparing tickets by hand
See Automate triage your tickets in your own ITSM, with diagnostics from your tools.