> For the complete documentation index, see [llms.txt](https://doc.duaer.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.duaer.com/tasks/triage-support-tickets.md).

# Route support tickets by department and urgency with Duaer

In Duaer, each support message goes to the ticket triage employee, which returns department, urgency, and a reason, then routes to the right channel.
## Build the ticket triage flow in Duaer

1. Hire the [Duaer ticket triage employee](https://hire.duaer.com/ticket-triage/) and copy its ID under Hired.
2. Add an entry: [Form Trigger](/build/form-trigger.md) for a web form, [Webhook](/build/webhook.md) for your help desk, or [Email Trigger (IMAP)](/build/email-trigger-imap.md) for a support inbox.
3. Add [Duaer Employee](/build/duaer-employee.md), paste the ID, and set Input to the message body, such as {{ $json.message }}.
4. Add [Switch](/build/switch.md) on {{ $json.department }} with five outputs: support, billing, sales, engineering, other.
5. On each output add [Slack](/build/slack.md) or a [WeCom](/build/wecom.md) group bot, with urgency and reason in the message.

## Values from Duaer ticket triage

- department: support, billing, sales, engineering, other.
- urgency: low, medium, high, critical.
- reason: one sentence based on the message.

Add an [If](/build/if.md) for critical to page someone. Each message costs 5 credits. For labels you define yourself, use [Duaer Judgment](/build/duaer-judgment.md).
## Questions

### Can Duaer ticket triage use my own department names?

The Duaer ticket triage employee returns five fixed departments. For your own labels, use the Duaer Judgment node instead.

### Does Duaer ticket triage need a model API key?

No. Duaer employees charge your credits per call; no model key is needed.

## Related

- [Call a hired employee with Duaer Employee](https://doc.duaer.com/build/duaer-employee.md)
- [Route items with Switch in Duaer](https://doc.duaer.com/build/switch.md)
- [Receive a request with Webhook in Duaer](https://doc.duaer.com/build/webhook.md)
- [Judge a text with Duaer Judgment](https://doc.duaer.com/build/duaer-judgment.md)