Configuring Enjo
AI Agent Ticketing

Triage Behaviour

2min

For issues that cannot be resolved instantly, Enjo AI agents can categorize and route these tickets to ensure that they reach the service desk team best equipped to resolve the issue.

The triage channel in Enjo collects all the requests created in the ticketing system using the AI agent. The agent team can then use this channel to take action on the requests directly in the chat platform. To create a triage channel, read more here. Continue reading this page to learn more about configuring the triage channel.

To configure triage behaviour,

Login to Enjo Dashboard-> AI agent studio-> AI agent-> Ticketing-> Triage behaviour tab.

The following are the features included in Triage Behaviour:

Incoming Requests

Create bot conversations for requests directly created in Jira. When combined with triage settings, these tickets can be managed directly in your chat platform.

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The following configurations are also available under the Triage behaviour.