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Fig 1.0Technical support · Muskets AI Suite

TriageIQEvery support ticket understood before a person opens it.

TriageIQ sits in front of your support queue. When a ticket arrives it reads it, looks through your help articles, runbooks and earlier tickets, works out the most likely cause, and passes the ticket to the right team with a suggested fix and a draft reply. Your people still make the decisions. They just no longer start from a blank screen.

At a glance

Domain
Technical support
Platform
Muskets AI Suite
Deployment
Your cloud or ours, India regions
Languages
Hindi and English
Request a demo All products

Fig 1.1Who it is for

Built for these teams.

  • SaaS and platform teams with a shared on-call rota
  • IT and infrastructure helpdesks drowning in repeat tickets
  • Managed-service providers who bill on resolution time

Fig 1.2The problem

What it looks like today.

  • 01

    Tier-1 spends its day re-reading the same twelve problems with different wording.

  • 02

    Runbooks exist, but nobody finds the right one in the first ten minutes of an incident.

  • 03

    Tickets bounce between teams because the first router guessed.

  • 04

    Customers wait for a reply that an engineer could have written in thirty seconds, if they had the context.

Fig 1.3Capabilities

What TriageIQ does.

  • 01

    Knowledge retrieval

    Indexes runbooks, docs, past tickets and chat history. Answers cite the exact passage, so engineers can verify in one click.

  • 02

    Multi-agent diagnosis

    A retriever, a diagnoser and a reviewer agent work each ticket. Disagreement is surfaced, not hidden behind one confident answer.

  • 03

    Routing with reasons

    Assigns team, priority and SLA with a plain-language reason. Every routing decision is logged and can be overridden.

  • 04

    Suggested fix

    Where a known remedy exists, TriageIQ drafts the commands or steps and marks what it is not sure about.

  • 05

    Reply drafts

    A customer-facing reply in your tone, ready to edit. Engineers send it or discard it; the agent learns from both.

  • 06

    Evals and guardrails

    Routing accuracy, citation precision and hallucination rate are measured on your tickets before and after every change.

Fig 1.4How it works

From connection to value.

  1. 01

    Connect

    Plug in your ticketing tool, knowledge sources and team roster. Read-only to start.

  2. 02

    Shadow

    TriageIQ works your live queue silently for two weeks. You see what it would have done next to what your team did.

  3. 03

    Assist

    Diagnoses and drafts appear inside the ticket. Engineers accept, edit or reject. Every action feeds the evals.

  4. 04

    Automate

    Categories that pass your accuracy bar get routed automatically. The bar is yours to set, per category.

Fig 1.5Outcomes and stack

What changes.

  • 01

    First response in minutes, written with the right context

  • 02

    Fewer bounces between teams, because routing comes with evidence

  • 03

    Tier-1 time moved from reading to fixing

  • 04

    A living knowledge base that improves with every resolved ticket

Under the hood

  • Claude and open models
  • Hybrid retrieval (BM25 + embeddings)
  • Multi-agent orchestration
  • Eval harness
  • Jira, Zendesk, Freshdesk, ServiceNow connectors
  • Hindi and English

Runs in your cloud account or on infrastructure we operate for you in India. Your data is never used to train shared models.

Fig 1.6Questions

Asked often.

Does it reply to customers on its own?

Not by default. It drafts; a human sends. Teams can enable automatic replies for specific low-risk categories once the evals clear their bar.

Where does our data live?

In your cloud account or on infrastructure we run for you in India. Your tickets are never used to train shared models.

Which models does it use?

Claude models by default, with the option of open-weight models hosted in your environment. Model choice is per task, so cheap models do the cheap work.

How long to go live?

Connect and shadow in the first two weeks. Assist mode from week three. Automation follows your own accuracy bar, usually within the first quarter.

Fig 1.7Related services

The teams behind it.

See TriageIQ on your data.
Book a demo.

Tell us what you are trying to make happen. You will hear back from an engineer within one working day.

Request a TriageIQ demo contact@softwaremuskets.com