The below link is a comprehensive article that introduces "ticket traiging" and also explains how AI can be used to automate this important step.
https://monkeylearn.com/blog/how-to-implement-a-ticket-triaging-system-with-ai/
Some snippets from the article:
"Automated ticket triaging involves evaluating and directing support tickets to the right person, quickly and effectively, and even sorting tickets in order of importance, topic or urgency. Triage powered by Natural Language Processing (NLP) technology is well-equipped to understand support ticket content to ensure the right ticket gets to the right agent.
NLP can process language like a human, by reading between the lines and detecting language variations, to make sense of text data before it categorizes it and allocates it to a customer support agent. The big advantages of using NLP is that it can triage faster, more accurately and more objectively than a human, making it a no-brainer for businesses when deciding to switch from manual triage to auto triage."
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