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IT Support & Hardware · Foundational

Ticket Triage

Assessing and categorizing new tickets to set priority and route them correctly.

Definition

Triage reviews impact, urgency, category, and affected services, then assigns the ticket to the right queue. Accurate categorization drives routing, reporting, and problem trend analysis. Automation and AI agents increasingly assist triage.

Example

A new ticket about all of Finance being unable to log in is triaged as P1 and routed to identity.

Exam tip

Priority is derived from impact and urgency.

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