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Triage and Dispatch

As a Service Desk Manager, managing incoming tickets is a common responsibility, either personally or delegated to someone else. The task includes ticket review, classification and dispatch to the appropriate board.

With Pia's Triage Feature, you now have capability to automate these tasks. When a new ticket is logged in your Service Desk, Pia takes on the responsibility of executing all dispatch functions. This not only saves an individual's time and effort but also eliminates the necessity for you to manually check for new tickets on an hourly basis.

Adopting Pia Ticket Triage​

If you are using Pia, the Pia Ticket Triage is a useful feature that helps you automate your Ticket Dispatch Process. This feature takes care of your incoming tickets and ensures that they are classified correctly based on your configuration reducing the need for you to manually classify and move the ticket.

Pia's AI will identify and classify tickets coming in to your Service Desk by reading the Natural Language of the ticket requests. Pia's AI is highly focused on tickets which Pia can automate and process.

Use Pia Triage to drive your Pia adoption by having it identify tickets which Pia can complete and move them to your Pia Champion. Speak to your Partner Success Manager to enable Pia Ticket Triage today!

Triage Features​

With the Pia Triage Functionality, you can not only save time routing tickets but it will also help you identify the tickets that can be processed through Pia using Pia Automations.

Here are some of the ways you can use Triage in your Service Desk:

  • Write Custom Fields or Ticket Notes in a Ticket
  • Assign Tickets directly to an individual or to a board/queue
  • Set Classification (Type, Subtype and Item) and Status of a Ticket