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TASKGuide

Triage tickets with AI

Closure analyzes new tickets automatically and suggests the triage. It also writes briefings of a technician's on-hold tickets.

Apply a ticket's AI triage

  1. 1

    Open the ticket and click `Triagem IA` (AI triage).

    The button appears in the Ações (Actions) strip when the automatic analysis was generated for the ticket.

  2. 2

    Review the `Severidade:` (Severity) and `Categoria:` (Category) suggestions.

    Each suggestion comes with its reasoning. Click Aplicar (Apply) to accept it — the ticket's field updates on the spot. (Adequado) (Adequate) means the current value already fits.

  3. 3

    Request the `Informações faltantes` (Missing information).

    If the analysis lists information the requester didn't provide, click Solicitar informações (Request information) — Closure fills the chat with a ready-made message asking for the items; review it and send.

The button doesn't always exist

The analysis is generated automatically when the ticket is opened and can't be triggered manually — older tickets may not have the Triagem IA button.

Generate the on-hold tickets briefing

Triagem em espera (on-hold triage) writes a report of a technician's Em espera (On hold) tickets: what each one is waiting on, for how long, and where to pick it back up.

  1. 1

    Click the sparkles icon on the board's `Em espera` column.

    The briefing of your on-hold tickets is generated on the spot. Supervisors also get the Triagem em espera button on the Dashboard, with the Selecione um técnico (Select a technician) picker and the Gerar briefing (Generate briefing) button.

  2. 2

    Wait for the analysis.

    The window shows "Analisando tickets em espera..." (Analyzing on-hold tickets) and then the report.

    result
    Toast "Triagem gerada com sucesso" (Triage generated successfully). On the Dashboard, use "Nova triagem" (New triage) to generate another technician's briefing.

Next

Work the InboxPut on hold and log follow-upsTrack the support metrics