Pattern catalog
Pattern · ticket-triage
Ticket & request triage
Keywords: ticket, support, helpdesk, inbox, triage, billing, refund
Jev questions
category · choice
What is this ticket about?
urgency · score
How urgent is this ticket?
needs_human · noul
Does this ticket need a human agent rather than an automated reply?
churn_risk · score
How likely is this customer to churn?
Who owns what
Code
- Strip signatures and HTML in code
- You keep exact-match fast paths as regex in code
- You route by confidence thresholds in code
Jev
- category as Choice
- urgency as Score
- churn_risk as Score
- needs_human as Noul
LLM
- Draft the customer-facing reply
Guard: if (needs_human > 0.7 || urgency >= 2 || churn_risk >= 2) routeToAgent(); else autoReply();