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What is AI Triage? In a Helpdesk context, AI triage is the use of artificial intelligence to assess, categorise, and route incoming tickets into their correct status before a human engineer ever touches them. This allows tickets to almost immediately be categorised correctly and treated as such. Think of it like a highly trained first responder. When a ticket lands, AI triage reads it, understands the issue, determines urgency, assigns the right category, and routes it to the