Support Ticket Triage Router

Classifies and routes support tickets, with abstention as a first-class outcome.

THE SILENT FAILURE. Auto-triage that is confidently wrong. A misrouted ticket does not error; it sits in the wrong queue until somebody notices, and the tickets most likely to be misrouted are the unusual ones — which are also the ones where delay costs most. A system that always emits a best guess routes its hardest cases most confidently.

ABSTAIN IS A FIRST-CLASS OUTCOME. Below a configurable confidence it returns needs-human rather than a guess. That is the core design decision and the README explains why abstention beats a confident wrong route.

A deterministic rule layer runs BEFORE any model call, so billing disputes, security reports, legal notices and churn signals never depend on a probabilistic classifier at all. Classification is caller-injected with a deterministic offline fallback.

No ticket is ever lost: an unroutable one goes to an explicit fallback queue rather than being dropped, because a dropped ticket is invisible. Priority and SLA are computed separately from category, since a low-priority category can carry a high-priority SLA.

VERIFIED: 113 tests, 10/10 mutations caught. Every mutation was observed FAILING before the source was restored — a test never seen to fail is a decoration.

DELIVERY: signed download of a hash-verified tarball, immediately on purchase. Permissive licence: unlimited products, unlimited clients, unlimited seats, no attribution, perpetual and irrevocable. One restriction, do not republish the source as source.

Interface

What you call, and what comes back. Types and signatures only — the implementation ships with the source.

  export function defaultFallbackClassifier(ticket: Ticket): Classification;
  export function route(ticket: Ticket, classifier?: Classifier, config: RouterConfig = {}): RouteResult;
  export function matchDeterministicRule(ticket: Ticket): DeterministicRule | null;
  export function computeSla( category: Category | "unclassified", tier: SlaTier, uncertain: boolean, receivedAt: string | undefined, config: RouterConfig, ): SlaResult;
  export function applyVipBump(priority: (typeof PRIORITY_ORDER)[number], isVip: boolean | undefined): (typeof PRIORITY_ORDER)[number];

  export type SlaTier = "standard" | "priority" | "enterprise";
  export type DeterministicCategory = "security" | "legal" | "billing_dispute" | "churn";
  export type Category = ClassifierCategory;
  export type Priority = "urgent" | "high" | "normal" | "low";
  export type Classifier = (ticket: Ticket) => Classification;