Ticket Triage & Queue Management: Intelligence Before Assignment

The Challenge

IT tickets flood in through email, Slack, portal submissions, and phone calls. Level 1 analysts spend hours reading tickets, asking clarifying questions, gathering basic diagnostics, and routing to the right team. Urgent issues sit in queues alongside password resets. Tickets bounce between teams because initial assignment was wrong. Meanwhile, end users wait.

Old Way

Analyst reads ticket: "My laptop is slow" - no context, no diagnostics

Analyst asks: "What applications are you running? When did this start?"

Tickets manually categorized based on title alone

Everything goes to general queue; urgency determined by who complains loudest

Tickets routed to wrong team, bounced around, SLA clock ticking

Common issues like password resets, VPN problems still create tickets

Agent checks knowledge base manually after reading ticket

Agent automatically gathers system specs, running processes, disk space, recent updates before analyst sees ticket

Agent already collected this information and attached diagnostics report

Agent analyzes ticket content, user history, and system context to accurately categorize

Intelligent prioritization: Executive with email outage during board meeting → P1, Slow laptop → P3

Agent identifies root cause indicators and routes directly to specialized team (network, application, security)

Agent resolves autonomously: password reset, VPN certificate refresh, cache clearing - no human needed

Agent proactively searches KB, finds similar resolved tickets, suggests solutions

Agent identifies trends: "23 VPN tickets this week, all after latest update - escalate to network team"

The Difference

Traditional ITSM tools are just ticketing systems. Cenna adds an intelligent layer that acts before humans get involved. We don't replace ServiceNow or Jira Service Management - we make them smarter.

Our agents understand that "can't access SharePoint" might be a VPN issue, SSO problem, permission error, or browser cache - and they gather diagnostics to distinguish between them before assigning the ticket. They know that tickets from the CEO's admin get expedited. They recognize when 5 people report "website down" and automatically create an incident instead of 5 separate tickets.

Business Impact

(01)

Ticket resolution time

40% faster through accurate initial routing

(02)

Level 1 workload

60% reduction via autonomous resolution of common issues

(03)

First-contact resolution

Increased from 35% to 65%

(04)

Misrouted tickets

Reduced by 80%

(05)

SLA compliance

Improved by 45%

(06)

From 30% to 75%