For engineering and support leads automating ticket triage
Support triage automation: what to check before you trust it
Where support automations quietly go wrong, and how to catch it
Outline
- The support patterns worth automating first, and the ones to leave alone
- Building a small gold set from your own tickets before you automate anything
- Checks that catch a misrouted or mis-classified ticket before a customer does
- What to monitor after launch, and what should page someone
- A rough shape for scoping the work, 1 to 3 weeks depending on systems
Written by the engineer who does the work: senior full-stack and applied-AI engineer, 10+ years shipping production systems.
Full write-up on request
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