Support Triage Desk
Intake, classify, route, and resolve support requests — without chaos, backlog, or missed escalation.
See How It WorksSupport Breaks When Everything Is “Urgent”
Most support systems fail at intake. Requests arrive through multiple channels, priorities are unclear, and urgent issues compete with routine noise.
Support Triage Desk introduces structure at the front door — before tickets pile up and customers get frustrated.
What This System Does
- •Captures support requests across email, chat, and voice
- •Classifies issues by type, urgency, and impact
- •Routes requests based on defined rules
- •Tracks status and resolution progress
- •Escalates critical issues automatically
- •Maintains a complete support audit trail
Designed as a Front-Line Control Layer
Support Triage Desk is built as a deterministic intake and routing system — not just a ticket inbox.
Behind the scenes:
- •Intake sources feed structured request data
- •Classification rules apply consistently
- •Routing logic assigns ownership immediately
- •Escalation paths activate without manual intervention
- •Every action is logged for visibility and accountability
Workflow orchestration is handled via n8n, allowing the system to adapt to different support models without rebuilding the core logic.
Why It Matters
- •Faster response times
- •Clear prioritization
- •Fewer missed or forgotten tickets
- •Reduced team burnout
Who It’s For
- •Service businesses
- •SaaS and managed service providers
- •Internal IT or operations teams
- •Organizations with multi-channel support intake
Operates Alone — Improves with Mentis
Support Triage Desk can operate as a standalone support intake and routing system.
When governed by Mentis, it gains:
- •Cross-issue context
- •Policy enforcement on escalation and response
- •Pattern recognition across recurring problems
- •Long-term optimization of support operations
Integrations
- •Email systems
- •Chat platforms
- •Voice intake
- •Task and ticketing systems
- •Internal notification channels