Product Requirements Document (PRD): Internal Ticket Triage & Routing Tool

1. Overview & Problem Statement

Customer support agents spend significant time manually inspecting, categorizing, and re-routing incoming support tickets. This manual overhead slows down overall Time-to-First-Response (TTFR), leads to frequent mis-routing across specialized tiers, and risks SLA breaches on urgent issues.

This tool introduces an automated triage and routing engine that analyzes incoming support tickets, determines priority and intent, requests missing details where necessary, and routes tickets to the appropriate team queue or tier.

2. Target Users

Tier 1 & 2 Support Agents: Consume triage metadata, suggested context, and routed tickets to resolve customer issues faster.
Support Team Leads / Operations: Manage queue assignments, routing rules, and triage accuracy.

3. Goals & Objectives

Reduce TTFR: Automate initial categorization and routing upon ticket submission.
Improve Routing Accuracy: Decrease manual ticket re-assignments between teams by at least 35%.
Standardize Context Capture: Automatically pause and request clarifying details for ambiguous or incomplete tickets before reaching human agents.

4. Key Features & Requirements

4.1 Automated Triage Engine

Metadata Extraction: Extract intent, category (e.g., Billing, Technical Bug, Account Access), urgency (Low, Medium, High, Critical), and customer sentiment.
Confidence Scoring: Assign a confidence score (0.0 to 1.0) to every triage classification.

4.2 Dynamic Routing & Clarification Gate

Smart Routing Execution: Direct high-confidence tickets to specialized queues (e.g., Tier-2 Tech Support, Billing) based on triage outputs.
Clarification Gate: If critical metadata is missing (e.g., missing account ID, absent reproduction steps) or triage confidence is below threshold (< 0.70), trigger an automated clarification workflow back to the customer before routing to an agent.

4.3 Agent Copilot / Triage Inspector UI

Routing Decision Context: Display the engine's reasoning, classification summary, and source data used for routing alongside the ticket view.
Manual Override: Allow support agents to re-classify or re-route tickets with one click, logging feedback for future accuracy evaluations.

4.4 Integrations & Data Context

Knowledge & CRM Integration: Fetch account status, contract tier, and relevant documentation context during triage to inform priority and routing decisions.
Graceful Degradation: If an external integration or model call fails, default the ticket to the main Tier-1 triage queue with a fallback flag rather than blocking ticket delivery.

5. Non-Functional Requirements

Processing Latency: Initial triage and routing execution must complete within $\le 3$ seconds of ticket creation.
Auditability & Traceability: All LLM triage calls, confidence scores, and routing decisions must be logged with persistent audit traces.
Reliability: System failure or API rate-limiting must fail gracefully to a baseline default queue.

6. Success Metrics

Metric	Baseline	Target
Time to First Response (TTFR)	Current Avg	-25% reduction
Routing Accuracy	~60% correct first-pass	$\ge 85%$ correct first-pass
Ticket Re-assignment Rate	Current Avg	-35% reduction
Clarification Automation Rate	0%	Automate 15% of incomplete inbound tickets

7. Out of Scope (v1)

Fully automated ticket resolution or closing without human support agent involvement.
Multi-language translation support for non-English incoming tickets (deferred to v2).