Tickets arrived overnight and sat until someone triaged them in the morning. First response time averaged six hours, and the team spent the first part of every day sorting rather than solving.

What we built

A triage agent that reads, categorises and drafts a first response for the roughly sixty percent of tickets that follow a known pattern. A human approves and sends. Anything outside the known patterns is routed, untouched, to the right person.

What changed

First response time fell to twenty-two minutes. Support headcount did not change, but satisfaction scores rose fourteen points, because the team now spends its morning on the tickets that actually needed them.