service-triage

Audit customer service triage systems for ticket routing, classification, and SLA compliance. Use when you need to evaluate ticket auto-classification accuracy, priority scoring models, skill-based routing logic, escalation pathways, sentiment analysis integration, SLA breach management, first-contact resolution rates, queue health, customer effort scoring, or resolution prediction. Covers Zendesk, Salesforce Service Cloud, Freshdesk, ServiceNow, and custom ticketing platforms using ITIL incident management frameworks.