Ticket triage that takes care of itself
Your technicians are probably spending way too much time organizing tickets. Prioritizing, categorizing, routing, checking capacity. It's essential work, but it's killing your team's throughput and making SLAs harder to hit as you grow.
Autotask's Digital Specialists for Ticket Triage uses agentic AI, powered by Kaseya Intelligence, to handle all of it automatically — classifying every ticket, matching it to the right technician based on skills and workload, and routing it in seconds, not minutes.
Early access partners have seen a 90% drop in mean time to assign and 98% categorization accuracy within the first week.
Scroll down to see how it works, hear from partners who've already deployed it, and find out what's possible when triage stops being a bottleneck.
Request a demo
Ticket triage steals 20–30% of technician time
Technicians spend up to 30% of their time organizing tickets instead of resolving them. Every new request must be prioritized, categorized, assigned to the right person and checked against team capacity. As ticket volume grows, this manual process slows response times, creates inconsistent routing, increases administrative work and makes SLAs harder to meet.
See how Digital Specialists for Ticket Triage automates ticket classification, matching and routing in seconds, not minutes.
Every ticket assessed and assigned automatically
Digital Specialists for Ticket Triage classifies, matches and routes each ticket through a multi-agent reasoning system, so nothing waits for manual review.
- Smart classification automatically identifies priority, issue type and sub-issue
- Skill-based routing matches tickets to technicians with the right expertise
- Real-time capacity matching assigns tickets based on current workload, not just availability
- Built-in critique: second agent checks every decision before it is finalized
Real results: 90% faster ticket assignment
