Triage support tickets

Rank every ticket by urgency and send it to the right team.

A support inbox mixes outages with typo reports, and someone has to read all of it to find the fire. This guide does the reading in two calls: one ranks every ticket by urgency, the other sends each ticket to a team.

The checkout outage goes to the top and to engineering. The monthly dark mode request can wait.

Sort
Choice

Try

Incoming tickets, one per line
```
Checkout has returned a 500 error for every customer since 9:02. We are losing orders.
There's a typo on your pricing page. 'Recieve' should be 'receive'. You're welcome.
We were charged twice for November. Please fix this before our finance close on Friday.
A customer's lawyer sent a data deletion request. We must answer within 30 days.
Any plans for dark mode? Asking every month until you say yes.
Nobody at our company can sign in since this morning. We have 400 seats.
```
Checkout has returned a 500 error for every customer since 9:02. We are losing orders. There's a typo on your pricing page. 'Recieve' should be 'receive'. You're welcome. We were charged twice for November. Please fix this before our finance close on Friday. A customer's lawyer sent a data deletion request. We must answer within 30 days. Any plans for dark mode? Asking every month until you say yes. Nobody at our company can sign in since this morning. We have 400 seats.
Rank the tickets by urgencySort
1. checkout
2. login
3. invoice
4. legal
5. typo
6. dark mode
231 ms
Pick a team for every ticketChoice
checkout
engineering 99.95%
login
engineering 97.30%
invoice
billing 99.94%
legal
legal 99.92%
typo
product 92.85%
dark mode
product 99.79%
121 ms
Your codeEngineering is paged
The top ticket is "checkout". The application pages engineering and routes the rest in rank order.

Sage2 ranked the tickets in 231 ms and is 56% confident in the whole order. The team questions ran as one batch: 121 ms.

Get the code

Set SAGE_API_KEY (get a free key), then run it. Python: pip install requests. TypeScript: Node 22+. Save as recipe.mts and run npx tsx recipe.mts.

A null answer is not an error. Sage2 isn't sure, and each step below says what to do with it. Limits, errors and retries: Limits and errors.

Markdown

import os
import requests

def sage(path, body):
    r = requests.post(
        "https://sage.levanto.ai" + path,
        headers={"Authorization": f"Bearer {os.environ['SAGE_API_KEY']}"},
        json=body,
        timeout=30,
    )
    r.raise_for_status()
    return r.json()

TICKETS = [
    {
        "id": "checkout",
        "content": "Checkout has returned a 500 error for every customer since 9:02. We are losing orders.",
    },
    {
        "id": "typo",
        "content": "There's a typo on your pricing page. 'Recieve' should be 'receive'. You're welcome.",
    },
    {
        "id": "invoice",
        "content": "We were charged twice for November. Please fix this before our finance close on Friday.",
    },
    {
        "id": "legal",
        "content": "A customer's lawyer sent a data deletion request. We must answer within 30 days.",
    },
    {
        "id": "dark_mode",
        "content": "Any plans for dark mode? Asking every month until you say yes.",
    },
    {
        "id": "login",
        "content": "Nobody at our company can sign in since this morning. We have 400 seats.",
    },
]

order = sage("/decide", {
    "content": {"kind": "list", "value": TICKETS},
    "question": {
        "id": "urgency",
        "kind": "sort",
        "instructions": "Sort by operational urgency, most urgent first.",
    },
})["result"]["sorted"]

TEAM_QUESTION = {
    "id": "team",
    "kind": "choice",
    "instructions": "Which team should handle this ticket?",
    "options": [
        {"option": "engineering", "description": "Outages and bugs"},
        {"option": "billing", "description": "Charges and invoices"},
        {"option": "legal", "description": "Legal requests"},
        {
            "option": "product",
            "description": "Feature requests and copy changes",
        },
        {
            "option": "support",
            "description": "Account help and everything else",
        },
    ],
}
batch = sage("/decide/batch", {"requests": [{"content": t["content"], "questions": [TEAM_QUESTION]} for t in TICKETS]})

def chosen_team(group):
    answer = group["answers"][0]
    return answer["result"]["result"]["chosen"] if answer["ok"] else None

team_of = {t["id"]: chosen_team(g) for t, g in zip(TICKETS, batch["results"])}

for rank, ticket_id in enumerate(order, 1):
    print(rank, ticket_id, "->", team_of[ticket_id] or "a person")

top = order[0]
print("Page", team_of[top] or "the on-call lead", "about", top)

How it works

Sort

Rank the tickets by urgency

Sort docs

Send all the tickets as a list: content is {"kind": "list", "value": [...]}, each item with an id and its text. A Sort question takes only id, kind and instructions. The instructions say what to sort by.

sorted lists the ids, most urgent first. confidence says how far to trust the whole order.

Runs with the helper from Get the code.

TICKETS = [
    {
        "id": "checkout",
        "content": "Checkout has returned a 500 error for every customer since 9:02. We are losing orders.",
    },
    {
        "id": "typo",
        "content": "There's a typo on your pricing page. 'Recieve' should be 'receive'. You're welcome.",
    },
    {
        "id": "invoice",
        "content": "We were charged twice for November. Please fix this before our finance close on Friday.",
    },
    {
        "id": "legal",
        "content": "A customer's lawyer sent a data deletion request. We must answer within 30 days.",
    },
    {
        "id": "dark_mode",
        "content": "Any plans for dark mode? Asking every month until you say yes.",
    },
    {
        "id": "login",
        "content": "Nobody at our company can sign in since this morning. We have 400 seats.",
    },
]

order = sage("/decide", {
    "content": {"kind": "list", "value": TICKETS},
    "question": {
        "id": "urgency",
        "kind": "sort",
        "instructions": "Sort by operational urgency, most urgent first.",
    },
})["result"]["sorted"]

Example Sage2 output

{
  "id": "urgency",
  "kind": "sort",
  "result": {
    "sorted": [
      "checkout",
      "login",
      "invoice",
      "legal",
      "typo",
      "dark_mode"
    ],
    "confidence": 0.5603
  },
  "meta": {
    "model": "levanto-sage-2",
    "latency_ms": 231.2,
    "question_count": 1,
    "usage": {
      "billed_input_tokens": 1870,
      "image_count": 0,
      "image_tokens": 0,
      "input_tokens": 1870,
      "output_tokens": 0
    }
  }
}

Choice

Pick a team for every ticket

Choice docs

/decide/batch asks the same Choice question about every ticket in one call. Each item in requests is a group: one ticket as content, and the questions about it.

Give the question a catch-all option, here support for account help and everything else, so every ticket has somewhere to go.

results comes back in the same order as requests. Check ok on each answer before reading result.