Cookbook: Triage a support ticket

A new ticket needs three decisions before anyone reads it: which queue owns it, how fast it needs an answer, and whether an automated reply is good enough. GLiDE answers all three from one request, using criteria you write in plain language.

Request

Send the ticket as state and ask one question per decision. The question names (queue, urgency, needs_human) are yours; they come back as keys under answers.

curl -X POST https://api.fastino.ai/v1/systemone \
  -H "X-API-Key: $FASTINO_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
  "model": "fastino/GLiDE",
  "state": {
    "subject": "Charged twice this month??",
    "plan": "Pro, 14 seats",
    "message": "Our card was billed $1,190 twice on Oct 1. Finance wants it fixed today before they freeze the card. The invoice download button just spins, too."
  },
  "questions": {
    "queue": {
      "type": "choice",
      "instructions": "Which support queue should this ticket go to?",
      "criteria": {
        "billing": "Charges, refunds, and invoices",
        "technical": "Something in the product is broken",
        "account": "Logins, seats, and permissions"
      }
    },
    "urgency": {
      "type": "score",
      "instructions": "How urgent is this ticket?",
      "criteria": [
        "Low: no deadline or business impact",
        "Normal: needs an answer within a few days",
        "High: blocks money or work today",
        "Urgent: an outage or a security incident"
      ]
    },
    "needs_human": {
      "type": "noul",
      "instructions": "Should a person reply instead of an automated assistant?",
      "criteria": {
        "true": "A person should reply",
        "false": "An automated reply is enough"
      }
    }
  }
}'

Request schema

Field	Type	In this recipe
`model`	string	`fastino/GLiDE`.
`state`	string, object, or array	The ticket. An object keeps the subject, plan, and message clearly labeled.
`questions.queue`	Choice	`criteria` is an object. Each key is an outcome and each value says when it applies.
`questions.urgency`	Score	`criteria` is an ordered array, lowest level first.
`questions.needs_human`	Noul	A yes or no question. `criteria` describes the `true` and `false` sides.
`questions.*.instructions`	string	The question GLiDE answers about `state`.

Response

Measured against https://api.fastino.ai. Confidence values vary slightly between calls.

{
  "model": "glide_v2",
  "answers": {
    "queue": {
      "type": "choice",
      "choice": "billing",
      "confidence": 0.993,
      "probabilities": {
        "billing": 0.996,
        "technical": 0.004,
        "account": 0.0
      }
    },
    "urgency": {
      "type": "score",
      "score": 2,
      "expected_level": 2.001,
      "confidence": 0.991,
      "probabilities": {
        "0": 0.0,
        "1": 0.002,
        "2": 0.994,
        "3": 0.004
      },
      "legend": {
        "0": "Low: no deadline or business impact",
        "1": "Normal: needs an answer within a few days",
        "2": "High: blocks money or work today",
        "3": "Urgent: an outage or a security incident"
      }
    },
    "needs_human": {
      "type": "noul",
      "noul": 0.987,
      "confidence": 0.974
    }
  },
  "usage": {
    "input_tokens": 422,
    "output_tokens": 0
  }
}

Response schema

Field	Type	Meaning
`answers.queue.choice`	string	The winning `criteria` key. Here, `billing`.
`answers.queue.probabilities`	object	Probability for every outcome. They sum to 1.
`answers.urgency.score`	integer	Index of the winning level, counted from `0`. Here, `2` is “High”.
`answers.urgency.expected_level`	number	Probability-weighted level, for finer thresholds than `score`.
`answers.urgency.legend`	object	Your level descriptions, keyed by index.
`answers.needs_human.noul`	number	Probability that the `true` side holds, from 0 to 1.
`answers.*.confidence`	number	How certain GLiDE is about that answer, from 0 to 1.
`usage.input_tokens`	integer	Tokens billed for the request.

Act on the answer

import os
import requests

response = requests.post(
    "https://api.fastino.ai/v1/systemone",
    headers={"X-API-Key": os.environ["FASTINO_API_KEY"]},
    json=body,  # the request body above
    timeout=300,
)
response.raise_for_status()
answers = response.json()["answers"]

queue = answers["queue"]
urgency = answers["urgency"]["score"]
needs_human = answers["needs_human"]["noul"] >= 0.5

if queue["confidence"] < 0.7:
    queue_name = "general"  # let a person pick the queue
else:
    queue_name = queue["choice"]

priority = {0: "low", 1: "normal", 2: "high", 3: "urgent"}[urgency]
assign(ticket, queue=queue_name, priority=priority, auto_reply=not needs_human)

Treat the 0.7 and 0.5 thresholds as starting points. Check them against a sample of your own tickets.

Adapt it

Use your real queue names as criteria keys and describe what each queue handles. The descriptions do the work.
Add or remove urgency levels freely. The response always indexes them from 0 in the order you sent them.
Put customer facts GLiDE should weigh, such as plan, contract tier, or open incidents, into state.
Ask more questions in the same request, such as language or sentiment. Each one adds an entry to answers.

Classification guide

Design choice questions and handle uncertain labels.

GLiDE API reference

Every field, limit, and error for POST /v1/systemone.

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Account

Cookbook: Triage a support ticket

Request

Request schema

Response

Response schema

Act on the answer

Adapt it

Classification guide

GLiDE API reference

​Request

​Request schema

​Response

​Response schema

​Act on the answer

​Adapt it

Classification guide

GLiDE API reference

Request

Request schema

Response

Response schema

Act on the answer

Adapt it