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. Because it works exactly like Zendesk's own Intelligent Triage — classify, tag, and let your triggers route — there is zero learning curve. You keep using the trigger and automation knowledge your team already has.

How it works

1. Connect your Zendesk account with a secure OAuth connection — no passwords or API tokens stored.

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.
• Fast and accurate — powered by a cost-efficient GPT-class model tuned for support classification.
• Transparent, per-account pricing — no per-agent fees.
• Privacy-first — encrypted OAuth tokens, no ticket content retained beyond classification.

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 password 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.