Support ticket triage API

Route P1 vs queue from ticket text using the same escalation rules every time — not from whoever read it first.

Outcome

POST /v1/evaluate with input_type: "ticket" returns escalation status, extracted signals, and next_action for Zendesk, Intercom, or n8n automations.

Pair with the support triage playbook

Step-by-step deployment: Support triage guide.

Architecture

Ticket created (Zendesk / webhook)
  → EchoStack Evaluate (support-triage playbook)
  → Switch on status / next_action
      → Escalate → PagerDuty / Slack on-call
      → Standard → tier-1 queue

Example payload

{
  "input_type": "ticket",
  "input": [
    {
      "role": "user",
      "content": "Production checkout down for all EU customers since 09:00 UTC. Revenue impact. Need immediate engineering."
    }
  ],
  "options": { "request_next_action": true }
}

Live demo

Try triage scenarios on getechostack.com

Design partners

Running triage in production? Design partner program — 4–6 weeks, weekly feedback, shape auto-Slack escalation next.