Support-Ops Triage Assistant
AI-assisted queue routing with retrieval-grounded runbooks, extending the standardized operating model from the Global Support Delivery case study.
AI-generated routing / try it with your own ticket text
The routing decision, matched runbook, and draft response on this page are generated live by an AI agent (Microsoft Foundry, prompt-based) against six synthetic, illustrative runbooks — not a real support queue or a real customer ticket. You can paste your own ticket text to see how it routes; that text is sent only to the triage agent and is not stored.
How it works
Support-Ops Triage Assistant is a Microsoft Foundry prompt agent that reads one ticket and a fixed list of candidate runbooks — each with a queue, symptom keywords, and resolution steps — and picks the single best match, states the target queue, and drafts a first response grounded only in that runbook's steps. If nothing matches well, it says so instead of forcing a guess.
This mirrors the standardized-operations pattern from the Global Support Delivery case study: consistent policy and process applied at the point of triage, not improvised per ticket.
Try it
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Pick a sample above to begin.
Why this exists
This product extends the Global Support Delivery project record: the same idea of standardized policy and ARM-connected execution tooling that made two global support sites consistent, applied here at the very first step of a ticket's life — getting it to the right queue with a grounded first response, instead of a cold hand-off.
Production checklist
- Triage agent is bounded to a fixed runbook list; it declines to force a match when none fits.
- Draft responses are grounded only in the matched runbook's resolution steps, not invented policy.
- Both sample and bring-your-own-ticket paths are bounded in length and independently rate-limited.
- Dedicated Foundry prompt agent, versioned and isolated from the portfolio chatbot.
- Automated backend tests cover both input modes and the no-match case.