AI Chatbot for IT Ticket Triage & Priority Assessment
Automate ticket triage, priority assessment, and intelligent routing with an AI assistant that classifies and routes IT requests instantly.
Trusted by businesses worldwide
Why IT Ticket Triage Needs Automation
IT helpdesks receive hundreds of tickets daily—password resets, software bugs, network outages, hardware failures, and access requests. Manual triage delays resolution, misroutes tickets, and overwhelms technicians with low-priority requests while critical incidents wait in queue. Wonderchat's IT triage chatbot automates ticket classification by assessing urgency, categorizing issue types, determining priority levels, and routing requests to appropriate support teams. Train it on ITIL procedures, ticket routing rules, SLA definitions, and historical ticket data in 5 minutes. The AI delivers accurate triage in 100+ languages, reducing manual ticket sorting by up to 70%. IT teams gain instant ticket prioritization, faster critical incident response, and balanced workload distribution. The AI handles routine triage decisions—identifying P1 outages versus P3 password resets—while escalating ambiguous or complex cases to service desk managers. Transform ticket management from reactive queue sorting into proactive, intelligent routing.
Emily
AI Agent
Wonderbot
Welcome to Wonderchat! How can I help you today?
hey i’d like to upgrade to enterprise please
Wonderbot
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Easy 5 minute set-up
How Wonderchat Works
Automated Triage Workflows
Intelligent Priority Assessment & Routing
Automate ticket triage by assessing urgency indicators (system down, multiple users affected, business impact), categorizing issue types (incident, request, problem), assigning priority levels (P1-P4), and routing to specialized teams based on skills and availability.
Urgency assessment and business impact analysis
Issue categorization (incident vs. request vs. problem)
Priority assignment and SLA-based routing
Automated Triage Workflows
Intelligent Priority Assessment & Routing
Automate ticket triage by assessing urgency indicators (system down, multiple users affected, business impact), categorizing issue types (incident, request, problem), assigning priority levels (P1-P4), and routing to specialized teams based on skills and availability.
Urgency assessment and business impact analysis
Issue categorization (incident vs. request vs. problem)
Priority assignment and SLA-based routing
Automated Triage Workflows
Intelligent Priority Assessment & Routing
Automate ticket triage by assessing urgency indicators (system down, multiple users affected, business impact), categorizing issue types (incident, request, problem), assigning priority levels (P1-P4), and routing to specialized teams based on skills and availability.
Urgency assessment and business impact analysis
Issue categorization (incident vs. request vs. problem)
Priority assignment and SLA-based routing
Deflect Low-Priority Requests
Resolve Common Issues Without Tickets
Deflect up to 70% of routine requests like password resets, VPN troubleshooting, software installation guides, and account unlocks with instant self-service solutions, freeing technicians to focus on complex incidents.
Password reset automation and account unlocks
VPN and connectivity troubleshooting guides
Software installation and configuration instructions
Deflect Low-Priority Requests
Resolve Common Issues Without Tickets
Deflect up to 70% of routine requests like password resets, VPN troubleshooting, software installation guides, and account unlocks with instant self-service solutions, freeing technicians to focus on complex incidents.
Password reset automation and account unlocks
VPN and connectivity troubleshooting guides
Software installation and configuration instructions
Deflect Low-Priority Requests
Resolve Common Issues Without Tickets
Deflect up to 70% of routine requests like password resets, VPN troubleshooting, software installation guides, and account unlocks with instant self-service solutions, freeing technicians to focus on complex incidents.
Password reset automation and account unlocks
VPN and connectivity troubleshooting guides
Software installation and configuration instructions
ITSM Integration
Train on Ticket Data & ITIL Procedures
Connect to ServiceNow, Zendesk, Freshdesk, or Jira Service Management to analyze historical ticket patterns, routing rules, SLA definitions, and ITIL-based triage criteria for accurate, consistent ticket classification.
Historical ticket data and resolution patterns
ITIL procedures and triage criteria
SLA definitions and priority matrices
ITSM Integration
Train on Ticket Data & ITIL Procedures
Connect to ServiceNow, Zendesk, Freshdesk, or Jira Service Management to analyze historical ticket patterns, routing rules, SLA definitions, and ITIL-based triage criteria for accurate, consistent ticket classification.
Historical ticket data and resolution patterns
ITIL procedures and triage criteria
SLA definitions and priority matrices
ITSM Integration
Train on Ticket Data & ITIL Procedures
Connect to ServiceNow, Zendesk, Freshdesk, or Jira Service Management to analyze historical ticket patterns, routing rules, SLA definitions, and ITIL-based triage criteria for accurate, consistent ticket classification.
Historical ticket data and resolution patterns
ITIL procedures and triage criteria
SLA definitions and priority matrices
5-minute set up with our native integration
Automate IT Ticket Triage in 5 Minutes
1
Create your AI chatbot – Pick the perfect AI model fit for your support needs.
2
Train AI with Docs, FAQs & Policies – Upload knowledge base files and site links.
3
Customise Workflows & Escalation Rules – AI handles what it can, and escalates what it can’t.
4
Monitor & Optimise with Analytics – See where customers get stuck and fine-tune responses.
Ticket Analytics
Track Triage Accuracy & Queue Health
Built-in analytics show triage accuracy rates, average time-to-assignment, queue backlogs by priority, first-response SLA compliance, and most common issue types to optimize helpdesk operations.
Triage accuracy and routing efficiency
SLA compliance by priority level
Queue depth and backlog by team
Ticket Analytics
Track Triage Accuracy & Queue Health
Built-in analytics show triage accuracy rates, average time-to-assignment, queue backlogs by priority, first-response SLA compliance, and most common issue types to optimize helpdesk operations.
Triage accuracy and routing efficiency
SLA compliance by priority level
Queue depth and backlog by team
Ticket Analytics
Track Triage Accuracy & Queue Health
Built-in analytics show triage accuracy rates, average time-to-assignment, queue backlogs by priority, first-response SLA compliance, and most common issue types to optimize helpdesk operations.
Triage accuracy and routing efficiency
SLA compliance by priority level
Queue depth and backlog by team
Service Desk Escalation
Route Ambiguous Cases to Analysts
Escalate complex or ambiguous tickets requiring human judgment—vague descriptions, multi-system issues, or potential major incidents—to service desk analysts with full context, user details, and preliminary triage assessment.
Vague or incomplete issue descriptions
Multi-system incidents requiring coordination
Potential P1 major incidents requiring validation
Service Desk Escalation
Route Ambiguous Cases to Analysts
Escalate complex or ambiguous tickets requiring human judgment—vague descriptions, multi-system issues, or potential major incidents—to service desk analysts with full context, user details, and preliminary triage assessment.
Vague or incomplete issue descriptions
Multi-system incidents requiring coordination
Potential P1 major incidents requiring validation
Service Desk Escalation
Route Ambiguous Cases to Analysts
Escalate complex or ambiguous tickets requiring human judgment—vague descriptions, multi-system issues, or potential major incidents—to service desk analysts with full context, user details, and preliminary triage assessment.
Vague or incomplete issue descriptions
Multi-system incidents requiring coordination
Potential P1 major incidents requiring validation
40+ Languages
Starts at $0.02/message
Available 24/7
Start Free Trial
14-day free trial. No credit card required
Testimonials
Businesses with successful customer service start
with Wonderchat
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
"Wonderchat has made it easier than ever to find the information I need without getting lost in the complexities. It also brings convenience and clarity to my searches."
Josh Levitsky
Global Head of Professional Services, Filewave
“Wonderchat has been a game-changer for bazuba. We’ve seen improved customer satisfaction and a noticeable boost in efficiency. Wonderchat handles our customer queries with precision and speed.
Julien Pflanzl
Web Development Lead, bazuba
“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”
Bryce Conway
Founder and CEO, 10xTravel
"Wonderchat has given us the ability to offer real-time answers to our customer’s questions on their terms, pulling from our extensive portfolio of Insurance content. The response has been tremendous."
Ryan Hanley
Founder and President, Rogue Risk LLC
Industry Grade Compliance
Wonderchat is GDPR compliant and AICPA SOC 2 Certified.
FAQ
How does the AI chatbot triage IT tickets automatically?
Wonderchat analyzes incoming requests using natural language processing to identify urgency indicators ("system down," "can't access," "affecting all users"), categorize issue types (password reset, software bug, network outage), assess business impact, and assign priority levels (P1-P4) based on your ITIL procedures and SLA definitions. Tickets are then routed to specialized teams—network, applications, hardware—based on skills and availability.
Can the chatbot resolve simple requests without creating tickets?
Yes, Wonderchat deflects up to 70% of routine requests by providing instant self-service solutions. When users report password issues, VPN problems, or software installation questions, the AI delivers step-by-step troubleshooting guides, password reset links, or configuration instructions. Only requests requiring technician intervention create tickets, reducing queue volume significantly.
Does the AI integrate with our existing ITSM platform?
Absolutely. Wonderchat integrates with ServiceNow, Zendesk, Freshdesk, Jira Service Management, and other helpdesk systems to automatically create, categorize, prioritize, and route tickets. It also learns from historical ticket data to improve triage accuracy by recognizing patterns in issue descriptions, resolution times, and routing decisions.
How does the chatbot determine ticket priority levels?
The AI trains on your SLA definitions, priority matrices, and business impact criteria. It assesses factors like number of users affected, business criticality (production vs. development), system availability, and urgency language to assign priority. For example, "email server down for entire sales team" triggers P1, while "request software license" becomes P3.
Can the AI handle multilingual ticket submissions?
Yes, Wonderchat supports 100+ languages, essential for global IT support. An employee in Japan can submit a ticket in Japanese, a colleague in Germany in German, and the AI accurately triages, translates if needed, and routes tickets appropriately. This eliminates language barriers and ensures consistent support quality worldwide.
What happens when the AI encounters ambiguous ticket descriptions?
When ticket descriptions are vague ("system not working"), involve multiple systems, or suggest potential major incidents, the chatbot escalates to service desk analysts for human review. It provides preliminary triage assessment, user details, and available context to help analysts quickly validate priority and routing decisions.
FAQ
How does the AI chatbot triage IT tickets automatically?
Wonderchat analyzes incoming requests using natural language processing to identify urgency indicators ("system down," "can't access," "affecting all users"), categorize issue types (password reset, software bug, network outage), assess business impact, and assign priority levels (P1-P4) based on your ITIL procedures and SLA definitions. Tickets are then routed to specialized teams—network, applications, hardware—based on skills and availability.
Can the chatbot resolve simple requests without creating tickets?
Yes, Wonderchat deflects up to 70% of routine requests by providing instant self-service solutions. When users report password issues, VPN problems, or software installation questions, the AI delivers step-by-step troubleshooting guides, password reset links, or configuration instructions. Only requests requiring technician intervention create tickets, reducing queue volume significantly.
Does the AI integrate with our existing ITSM platform?
Absolutely. Wonderchat integrates with ServiceNow, Zendesk, Freshdesk, Jira Service Management, and other helpdesk systems to automatically create, categorize, prioritize, and route tickets. It also learns from historical ticket data to improve triage accuracy by recognizing patterns in issue descriptions, resolution times, and routing decisions.
How does the chatbot determine ticket priority levels?
The AI trains on your SLA definitions, priority matrices, and business impact criteria. It assesses factors like number of users affected, business criticality (production vs. development), system availability, and urgency language to assign priority. For example, "email server down for entire sales team" triggers P1, while "request software license" becomes P3.
Can the AI handle multilingual ticket submissions?
Yes, Wonderchat supports 100+ languages, essential for global IT support. An employee in Japan can submit a ticket in Japanese, a colleague in Germany in German, and the AI accurately triages, translates if needed, and routes tickets appropriately. This eliminates language barriers and ensures consistent support quality worldwide.
What happens when the AI encounters ambiguous ticket descriptions?
When ticket descriptions are vague ("system not working"), involve multiple systems, or suggest potential major incidents, the chatbot escalates to service desk analysts for human review. It provides preliminary triage assessment, user details, and available context to help analysts quickly validate priority and routing decisions.
FAQ
How does the AI chatbot triage IT tickets automatically?
Wonderchat analyzes incoming requests using natural language processing to identify urgency indicators ("system down," "can't access," "affecting all users"), categorize issue types (password reset, software bug, network outage), assess business impact, and assign priority levels (P1-P4) based on your ITIL procedures and SLA definitions. Tickets are then routed to specialized teams—network, applications, hardware—based on skills and availability.
Can the chatbot resolve simple requests without creating tickets?
Yes, Wonderchat deflects up to 70% of routine requests by providing instant self-service solutions. When users report password issues, VPN problems, or software installation questions, the AI delivers step-by-step troubleshooting guides, password reset links, or configuration instructions. Only requests requiring technician intervention create tickets, reducing queue volume significantly.
Does the AI integrate with our existing ITSM platform?
Absolutely. Wonderchat integrates with ServiceNow, Zendesk, Freshdesk, Jira Service Management, and other helpdesk systems to automatically create, categorize, prioritize, and route tickets. It also learns from historical ticket data to improve triage accuracy by recognizing patterns in issue descriptions, resolution times, and routing decisions.
How does the chatbot determine ticket priority levels?
The AI trains on your SLA definitions, priority matrices, and business impact criteria. It assesses factors like number of users affected, business criticality (production vs. development), system availability, and urgency language to assign priority. For example, "email server down for entire sales team" triggers P1, while "request software license" becomes P3.
Can the AI handle multilingual ticket submissions?
Yes, Wonderchat supports 100+ languages, essential for global IT support. An employee in Japan can submit a ticket in Japanese, a colleague in Germany in German, and the AI accurately triages, translates if needed, and routes tickets appropriately. This eliminates language barriers and ensures consistent support quality worldwide.
What happens when the AI encounters ambiguous ticket descriptions?
When ticket descriptions are vague ("system not working"), involve multiple systems, or suggest potential major incidents, the chatbot escalates to service desk analysts for human review. It provides preliminary triage assessment, user details, and available context to help analysts quickly validate priority and routing decisions.
40+ Languages
Starts at $0.02/message
Available 24/7
Start Free Trial
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The platform to build AI agents that feel human
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© 2025 Wonderchat Private Limited
The platform to build AI agents that feel human
Site
© 2025 Wonderchat Private Limited
The platform to build AI agents that feel human
Site
© 2025 Wonderchat Private Limited