Agent workflows · 2026-09-25
Routing support requests to the right team with Jev
A Jev guide for routing support messages with defined team options and human review.
Draw the boundary of the routing decision
For a support ticket, the goal is not to summarize a message but to find its first responsible team. A duplicate charge can go to billing, a 401 to technical support, and a quote request to sales. Keeping other for a new request is safer than forcing it into the wrong queue. support request routing için kararın hangi alan tarafından tüketildiğini belirtin.
Keep urgency and impact as separate questions. Human review of a low-confidence Choice result both saves the customer from rewriting and catches exceptions such as a new product name. Reassignment rate and first-response time are more useful routing outcomes than closed-ticket count. Sonuçları gerçek örneklerle inceleyin; istisnayı soru metni, seçenekler ve iş kuralı arasında görünür tutun.
Write team options that cover the input
Keep urgency and impact as separate questions. Human review of a low-confidence Choice result both saves the customer from rewriting and catches exceptions such as a new product name. Reassignment rate and first-response time are more useful routing outcomes than closed-ticket count. billing technical sales and other options için kararın hangi alan tarafından tüketildiğini belirtin.
For a support ticket, the goal is not to summarize a message but to find its first responsible team. A duplicate charge can go to billing, a 401 to technical support, and a quote request to sales. Keeping other for a new request is safer than forcing it into the wrong queue. Sonuçları gerçek örneklerle inceleyin; istisnayı soru metni, seçenekler ve iş kuralı arasında görünür tutun.
| Need | Type | Field |
|---|---|---|
| Fixed option | Choice | choice, confidence |
| Ordered level | Score | score, confidence |
| Yes/no probability | Noul | noul |
Measure urgency and impact separately
For a support ticket, the goal is not to summarize a message but to find its first responsible team. A duplicate charge can go to billing, a 401 to technical support, and a quote request to sales. Keeping other for a new request is safer than forcing it into the wrong queue. separating urgency from business impact için kararın hangi alan tarafından tüketildiğini belirtin.
Keep urgency and impact as separate questions. Human review of a low-confidence Choice result both saves the customer from rewriting and catches exceptions such as a new product name. Reassignment rate and first-response time are more useful routing outcomes than closed-ticket count. Sonuçları gerçek örneklerle inceleyin; istisnayı soru metni, seçenekler ve iş kuralı arasında görünür tutun.
Send ambiguous messages to human review
Keep urgency and impact as separate questions. Human review of a low-confidence Choice result both saves the customer from rewriting and catches exceptions such as a new product name. Reassignment rate and first-response time are more useful routing outcomes than closed-ticket count. ambiguous or incomplete support messages için kararın hangi alan tarafından tüketildiğini belirtin.
For a support ticket, the goal is not to summarize a message but to find its first responsible team. A duplicate charge can go to billing, a 401 to technical support, and a quote request to sales. Keeping other for a new request is safer than forcing it into the wrong queue. Sonuçları gerçek örneklerle inceleyin; istisnayı soru metni, seçenekler ve iş kuralı arasında görünür tutun.
Illustrative threshold example
const response = await client.post("/v1/systemone", { model: "typesafe/jev", state, questions });
const answer = response.answers.route;
if (answer.confidence < 0.80) sendToHuman(answer.choice);
else routeTicket(answer.choice);Improve routing with outcomes
For a support ticket, the goal is not to summarize a message but to find its first responsible team. A duplicate charge can go to billing, a 401 to technical support, and a quote request to sales. Keeping other for a new request is safer than forcing it into the wrong queue. reviewing routing decisions with operational outcomes için kararın hangi alan tarafından tüketildiğini belirtin.
Keep urgency and impact as separate questions. Human review of a low-confidence Choice result both saves the customer from rewriting and catches exceptions such as a new product name. Reassignment rate and first-response time are more useful routing outcomes than closed-ticket count. Sonuçları gerçek örneklerle inceleyin; istisnayı soru metni, seçenekler ve iş kuralı arasında görünür tutun.
Improve the question by measuring outcomes
Keep urgency and impact as separate questions. Human review of a low-confidence Choice result both saves the customer from rewriting and catches exceptions such as a new product name. Reassignment rate and first-response time are more useful routing outcomes than closed-ticket count. support request routing için kararın hangi alan tarafından tüketildiğini belirtin.
For a support ticket, the goal is not to summarize a message but to find its first responsible team. A duplicate charge can go to billing, a 401 to technical support, and a quote request to sales. Keeping other for a new request is safer than forcing it into the wrong queue. Sonuçları gerçek örneklerle inceleyin; istisnayı soru metni, seçenekler ve iş kuralı arasında görünür tutun.
Frequently asked questions
Can one question select a team?
Yes; when team options are clear, use the choice field from a Choice answer.
Why include an other option?
It prevents new or uncovered requests from being forced to the wrong team.
What if a message has two issues?
Choose the primary route and flag a second type with another question for your workflow.