When a ticket is created, and if Auto-triage is on and an API key is saved, the triage model is asked to classify it. The call sends the subject and the first message, truncated to 4000 characters, and requires a structured tool response rather than prose, so the answer always comes back in fixed fields.
The ten categories:
- license, a lost, missing or non-working key
- install, installation or setup help
- howto, a usage question
- bug, something broken
- refund, a refund request
- sales, a pre-sales or product question
- billing, a payment question
- feature, a feature request
- spam, junk or unrelated
- other, anything else
The five sentiments are happy, neutral, frustrated, angry and confused. Priority comes back as low, normal, high or urgent and overwrites the ticket's priority.
Product tagging:
The model is given the product slugs you saved under Settings, Products and asked to pick one. If you have not entered any products, no slugs are offered and the AI simply does not guess, so no install ever inherits another store's product list. Getting these slugs right is what keeps the Analytics by-product table and the license lookups accurate.
Confidence:
Every classification carries a score from 0 to 1. It is stored on the ticket, shown as a percentage in the ticket sidebar, and is the gate the resolver checks before it is allowed to answer anything.
Triage also fires an internal event that the Slack escalation listens to, which is how an angry ticket can ping your channel within seconds of arriving. You can re-run the whole classification at any time with the Re-Triage button.