Ticket Router

What It Does

Send a support ticket — get back a classification (category, priority P0-P3, summary, assigned team) and optionally create the ticket in Jira or Linear via MCP tools. The AI reads the ticket content, assesses urgency, and routes to the team best equipped to handle it.

Example

Input: "Production API returning 500 errors on all /api/payments endpoints since 10 minutes ago. Multiple customers affected."

Output:

{
  "category": "infrastructure",
  "priority": "P0",
  "summary": "Production payment API outage — 500 errors on all payment endpoints, multi-customer impact",
  "assigned_team": "platform-engineering"
}

When To Use This

• Support intake — auto-classify and route every incoming ticket without human triage
• On-call routing — P0 and P1 tickets go directly to the right engineering team
• SLA management — priority assignment ensures critical issues get attention before they breach response targets