Run the service desk
How tickets come in, get classified, merged, answered and routed, and how to tune each step.
The service desk is the Liya pipeline: intake, classification, correlation, resolution, assignment and notification. Most of it runs on rules and embeddings, so it keeps working when no model is configured. The pages below follow a ticket through it.
The IT service desk › Tickets page (/tickets) shows every step for one ticket under its Pipeline runs and History tabs, which is the quickest way to see why a ticket ended up where it did.
In this section
- Ticket intake
The ways tickets enter TicketIQ, from the console and API to external systems, with safe retries.
- Triage and categories
How categories, priorities, teams and SLAs are assigned, and how to replace the default categories with a taxonomy learned from your own tickets.
- Known issues and duplicates
How repeat reports are folded into one ticket, answered as a known issue on the channel they came from, and closed out for every reporter.
- Semantic answer cache
Answer a question that means the same as an earlier one with the earlier verified answer, without a model call, and without crossing access boundaries.
- Knowledge
Where Liya's answers come from: ingested sources, approved articles, feedback, gap reports and integrity checks.