---
title: "IT Help Desk Triage"
section: "Agent store — Information Technology — Service Desk"
canonical_url: "https://leverge.ai/agents/it/service-desk/helpdesk-triage"
category: "Information Technology"
process: "Service Desk"
trigger: "Triggered by an incoming message"
publisher: "Ailoitte Technologies Private Limited"
---

# IT Help Desk Triage

Classify an IT ticket, set its priority against your SLA, and draft either a fix or a routing note for approval. Nothing is sent.

## At a glance

- Business function: Information Technology
- Process: Service Desk
- Runs: triggered by an incoming message — New IT ticket
- Run cost: 4 credits
- Uses a knowledge base: yes

## What it needs

- **Inbound IT ticket** (message)

## How it works

1. Triaging the ticket
2. Searching the runbooks
3. Deciding how to handle it
4. Preparing the reply for approval

## What it returns

- **Triage** (classification badge)
- **Draft reply** (draft reply)
- **Routing** (metadata grid)
- **Runbooks used** (references)

---

Source: https://leverge.ai/agents/it/service-desk/helpdesk-triage — Leverge