Automatic Ticket Triage

Jatana automatically forwards tickets to the right agent

An email comes in, first come first served, the agent reading the email doesn’t know what to do, so it forwards it to a colleague.

The colleague is aware of the issue but doesn’t have the technical expertise to reply, so it forwards it to the tech specialist in the office.

The specialist knows how to reply but he needs clearance from a supervisor, so it forwards the email again.

Three people have been involved in this case and no reply has yet reached the customers. Is this familiar?

With Jatana this problem is no more!

Jatana learns from your historic data and redirects each incoming email to the the agent with the highest probability to close the ticket fast.

Who we are

At Jatana, we leverage the Internet to connect the brightest people around the world.

While we have our HQ in Copenhagen, we tap into a decentralized network of AI scientists and partners to co-create AI that drives better customer centric experiences.

We do so because we firmly believe that global collaboration is the key to deliver the better performing AI solutions to our customers and to positively impact their business.

Our team sits across continents, giving us the ability to provide support to our customers around the clock, as well as to build a mutually beneficial network where the benefit for one will indirectly benefit the rest.

We aim at building one of the most unique and fulfilling workplaces that exist, by rethinking a lot of traditional practices.

We keep calling this “#wecocreate”.

Let the journey begin

We are excited about the future.

For every question, feedback, potential interest in adopting Jatana please reach out at

Thank you,
and stay tuned!

Automatic Ticket Triage was originally published in Jatana on Medium, where people are continuing the conversation by highlighting and responding to this story.

Source: Deep Learning on Medium