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Support triage

Use the Evaluation API with support triage playbooks to score severity, detect escalation signals, and route tickets before an agent reads the queue.

Outcome

Urgent issues escalate immediately; routine tickets stay in queue with a recommended next_action.

Prerequisites

  • Deploy a Support Triage (or similar) evaluation playbook
  • Live deployment + ech_dw_… secret
  • Ticket or email source (Zendesk, Intercom, forwarded email, n8n webhook)

Architecture

New ticket / email
    → POST /v1/evaluate
    → status + next_action
        → ESCALATE → PagerDuty / Slack #support-urgent
        → QUALIFIED (routine) → assign tier-1 queue
        → PARTIAL → ask customer for logs / account ID

Request shapes

Ticket (input_type: "ticket")

Use when your playbook expects ticket-shaped input:

{
  "input_type": "ticket",
  "input": [
    {
      "role": "user",
      "content": "Subject: Production API down\n\nWe cannot process payments since 09:00 UTC. Error 503 on all endpoints. Account: acme-prod."
    }
  ],
  "options": { "request_next_action": true }
}

Email (input_type: "email")

{
  "input_type": "email",
  "input": [
    {
      "role": "user",
      "content": "From: customer@example.com\n\nBilling question: can we add 5 seats mid-cycle?"
    }
  ],
  "options": { "request_next_action": true }
}

If unsure which input_type your deployment expects, run a test in the dashboard Test evaluation panel and check the playbook docs, or use transcript with the full message body.

Branching

status Typical handling
ESCALATE Immediate human + status page update
QUALIFIED Standard queue with suggested priority
PARTIAL Auto-reply requesting missing diagnostics
FAILED Close as spam / out of scope

next_action may include values like ESCALATE_NOW depending on your manifest.

Connect your helpdesk

Channel Pattern
Webhook Helpdesk → n8n/Zapier → Evaluate → update ticket priority
Email forwarding Inbound parser → HTTP POST with input_type: "email"
API poll Scheduled job → fetch new tickets → evaluate batch

See n8n integration or Zapier & Make for HTTP wiring.

Verify

  1. Dashboard → deployment → Test evaluation with input_type ticket or email.
  2. Confirm status and next_action match expectations for urgent vs routine samples.
  3. Wire automation only after logs look correct in Recent evaluations.

Troubleshooting

Issue Fix
Wrong severity Include subject line and account IDs in content.
Slow responses Keep ticket body concise; evaluation is synchronous.
input_type rejected Match playbook manifest; try transcript as fallback.

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