Triage Agent

The Triage Agent handles request intake conversationally. It sits in your Slack and Teams channels and in the employee Portal, understands what an employee needs, deflects with a knowledge article when one exists, and otherwise creates a complete, structured request: right service, form fields filled, priority set, tags applied.

What you get

• Knowledge deflection that reads the conversation. The agent checks your knowledge base first and suggests the relevant article with a summary. Employees accept or decline in plain language, no exact phrasing or button clicks required. If the article resolves the problem, no request is created.

• Intelligent service matching. The agent reads your Service Catalog to route each request to the right service.

• Complete form compliance. Every required field, including custom and multi-select fields, is collected through conversation and validated against your form's constraints before the request is created.

• Priority and tags, set automatically. Derived from the conversation content and your service configuration.

• Request on behalf. Managers can open requests for their direct reports. The agent identifies the requester, confirms, and adds the manager as a follower.

• Full conversation on the timeline. The entire AI exchange is attached to the request, so admins have complete context without opening Slack.

• Works where employees already are. Slack, Microsoft Teams, and the employee Portal.

Setup

• Channels: which Slack or Teams channels the agent listens to.

• Knowledge behavior: whether the agent checks the knowledge base before moving to intake.

• Request behavior: Try to create directly skips the confirmation step; Always show pre-filled form lets the employee review and submit.

• Stale reminders: how long the agent waits before nudging an abandoned conversation.

For step-by-step setup, see the Triage Agent guide in the Help Center.

Best practices

• Start with one channel. Run real requests through it, then expand once matching looks right.

• Write service About fields in plain language, listing the request types each service covers. This is the single highest-leverage change for accuracy.

• Keep forms to 3 to 6 distinct, clearly labelled fields. Multi-select options should describe distinct scenarios, not synonyms.

• Keep your knowledge base current. The agent surfaces what you publish, stale articles included.

• Begin with Always show pre-filled form if you want employees to confirm before a request is created, then move to direct creation once you trust the matching.

Availability

The Triage Agent is part of the Pro plan, with a 14-day free trial available on any plan.

AI provider selection, permissions, and audit behaviour are covered in the AI trust model.