Support Ticket Triage
ivy.agent.ticket-priority-router · v1.0.0
ivyx
Analyze support tickets to determine team and urgency, then email urgent ones to on-call.
Steps
In the order the agent's file lists them. A branch or a loop is a step too; the wiring between steps is in the file.
- 01Model turnextract the ticket text from the input message
- 02Ivy NodeJev · Choiceivy.node.jev-choice
- 03Ivy NodeJev · Scoreivy.node.jev-score
- 04Branchonly when urgency is top level
- 05Ivy NodeEmail Sendivy.node.email-send
Nodes it brings
Adding this agent in IVYX Studio adds these nodes with it. A node your workspace already has is kept as it is, even at another version.
What it touches
Collected from what each of its nodes declares, plus the model call when a step is a model turn. A declaration is the author's statement, and it is what policy rules select on.
What it needs
- A stored secret named
jev-api-key. The agent's file carries the name, never the value.
Inputs
| Field | Type | Description |
|---|---|---|
| ticketrequired | string | What the model reads. |
Outputs
| Field | Type | Description |
|---|---|---|
| state | string | the ticket text |
| choice | string | The option Jev chose. |
| is | object | For each option, as lowercase words joined by _, whether it is the one chosen; a branch reads is.<option>. |
| confidence | number | 0–1, how peaked the probabilities are. |
| probabilities | object | Each option's probability; they add up to 1. |
| model | string | The model version that answered. |
| score | number | 0 to the top level number; can fall between levels. |
| level | integer | The nearest level number, 0 for the first. |
| level_text | string | The nearest level's description. |
| normalized | number | The score scaled to 0–1. |
| sent | boolean | True once the server accepted the message. |
| recipients | array | The addresses it was accepted for. |
| subject | string | The subject sent. |
Tests
2 of 2 test cases passed on Oct 2, 2026, in the publisher's own environment, before this version was published. The registry keeps that record; it does not run the cases again.
Requires: the stored secret jev-api-key, a local SMTP relay on port 1025, python:3.9
- urgent-ticket
A locked-out team before a demo is technical or account, needs action today, and is mailed to on-call.
- routine-ticket
A font-size suggestion about the invoice PDF is not urgent, so nothing is mailed.