Simpli Triage

When a customer submits a support ticket, Triage automatically determines what the ticket is about, how urgent it is, and which team should handle it. Agents spend less time sorting tickets and more time solving problems.

Simpli Triage classifies incoming support tickets by category and urgency, detects sentiment, and routes them to the right team or agent.

Configuration

Variable	Default	Description
`APP_ENV`	`development`	Environment name
`APP_PORT`	`8000`	Server port
`APP_LOG_LEVEL`	`info`	Log level
`LITELLM_MODEL`	`openai/gpt-5-nano`	LLM model for classification
`REDIS_URL`	—	Redis URL for Celery task queue
`DATABASE_URL`	—	Database connection string

Start the server

simpli-triage serve

API endpoints

POST `/classify`

Classify a ticket by category, urgency, and sentiment.

Request:

{
  "subject": "Can't process payment",
  "body": "I've been trying to pay for 2 hours and keep getting error 500",
  "metadata": {"account_type": "premium"}
}

Response:

{
  "category": "billing",
  "urgency": "high",
  "sentiment": "negative",
  "confidence": 0.87
}

POST `/route`

Route a classified ticket to the appropriate team and agent.

Request:

{
  "ticket_id": "T-001",
  "category": "billing",
  "urgency": "high",
  "sentiment": "negative"
}

Response:

{
  "team": "billing",
  "agent": "A-012",
  "reason": "High urgency billing issue routed to specialist"
}

GET `/rules`

List all configured routing rules.

GET `/health`

Health check — returns {"status": "ok"}.

Integration example

Classify and route a ticket in one flow:

import httpx

client = httpx.Client(base_url="http://localhost:8000")

# Step 1: classify
classification = client.post("/classify", json={
    "subject": "Account locked out",
    "body": "I can't access my account after password reset",
}).json()

# Step 2: route based on classification
routing = client.post("/route", json={
    "ticket_id": "T-123",
    **classification,
}).json()

print(f"Routed to {routing['team']}: {routing['reason']}")

Next steps

The Ticket Lifecycle — See how Triage fits into the full service pipeline
Integration Overview — Connect Triage to your helpdesk
Model Selection — Choose the right model for classification

On this page