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Helpdesk Routing Integration Template

An integration template for connecting AI triage outputs to helpdesk queues, SLA policies, and escalation ownership maps.

Helpdesk Routing Integration Template cover image
Use case: Support queue routing and escalation
Helpdesk Routing Integration Template inline image

Problem this solves#

Support teams often classify tickets correctly but fail at system-level routing. This template bridges AI classification output with actual helpdesk queue assignment, escalation policies, and SLA timers.

Required components#

  1. Helpdesk API access and queue IDs.
  2. Intent taxonomy shared by support operations.
  3. SLA policy table by account tier.
  4. Escalation owner map by issue type.

Integration flow#

  1. Receive triage payload: intent, severity, confidence, and summary.
  2. Resolve routing target: map payload to queue and priority.
  3. Apply SLA metadata: set response and resolution deadlines.
  4. Assign owner and watcher groups: include backup owners.
  5. Post customer-safe draft context: keep internal notes separate.
  6. Log route decision: retain rationale and version trace.

Copy-ready integration template#

Trigger: New triage event is emitted.

Step 1: Validate event schema and confidence threshold.
Step 2: Map intent + severity -> queue_id + priority.
Step 3: Attach SLA due dates based on customer tier.
Step 4: Assign primary and backup escalation owners.
Step 5: Push ticket update and internal note.
Step 6: Emit decision log to observability sink.

Fallback:
- if confidence < threshold -> MANUAL_TRIAGE_QUEUE
- if API failure -> retry policy then alert support ops

Reliability guidance#

  • Keep queue mapping tables versioned and editable without code deploy.
  • Use confidence thresholds per intent to avoid risky auto-routing.
  • Add periodic drift checks between expected and actual queue outcomes.

FAQ#

Should low-confidence tickets be auto-routed?#

No. Route them to manual triage and use those cases for taxonomy improvement.

What is the best escalation backup strategy?#

Assign backup owners by function, not individual, to avoid single-point failure.

How do we detect integration drift?#

Compare routing decisions against human overrides and SLA breaches weekly.

Tags:
integrationhelpdesksupportsla
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