Triage Genius

Triage Genius brings autonomous, AI-powered intelligent triage to Zendesk Support. Every new ticket is automatically classified by category, priority, language and (optionally) sentiment, and the results are written straight back to the ticket as native fields and tags. It works the way your Zendesk already works: classify, tag, and let your triggers route. There is zero learning curve, because you keep using the trigger and automation knowledge your team already has.

Pricing and trial

Start free with 100 tickets. No credit card, and no time limit, so your trial does not expire while your team is busy. Paid plans are per account, never per agent: $29/month for 1,000 tickets (about 3 cents a ticket), $99/month for 10,000 tickets, and $299/month for 50,000 tickets (about 0.6 cents a ticket). All prices exclude any applicable VAT or sales tax.

Triage Genius runs on any Zendesk plan that can send a webhook.

How it works

1. Connect your Zendesk account with a secure OAuth connection. Your login stays with Zendesk and no credentials are stored by us.

2. Triage Genius receives each new ticket via webhook and classifies it in real time.

3. Category, priority, language and sentiment are applied to the ticket automatically.

4. Your existing Zendesk triggers route, escalate and assign based on those tags.

Why teams choose Triage Genius

• Works the Zendesk way. Classification and tagging only; your triggers stay in control of routing.
• Per-account pricing. One price for the whole account, however many agents you have.
• Real time, not batched. Classification is triggered by the ticket itself, so tags are there when your triggers fire.
• Multilingual. Ticket language is detected automatically, so the right team picks it up first time.
• Fits your existing taxonomy. Use your own categories and map them to tags you already rely on.
• Confidence scoring on every ticket. You can see how certain the model was, per classification.
• Privacy-first. Encrypted OAuth tokens, no ticket content retained beyond classification, and your data is never used to train AI models.

Support

Email support@triagegenius.com

Data disclosure

Triage Genius is a server-side integration operated by Researchmatic Limited. When you connect your Zendesk account, the app accesses the content and metadata of your support tickets (subject, description, language and related fields) in order to classify each ticket and write category, priority, language and sentiment tags back to it. Ticket content is transmitted over encrypted connections to our processing backend hosted on Cloudflare and to OpenAI, which provides the AI classification models; it is used solely to produce the classification and is not used to train AI models. We store your Zendesk OAuth tokens (encrypted), the resulting classifications, and usage counts for billing. We do not store your Zendesk sign-in credentials or a copy of your full ticket archive. Payment processing is handled by Stripe. Full details of the data we access, use and store, including retention periods, international transfers and your rights, are in our Privacy Policy at https://triagegenius.com/privacy and Terms of Service at https://triagegenius.com/terms.

Learn more at https://triagegenius.com.