Decision Model Support Triage

Decision Model Support Triage

A customer reports that checkout is failing while a campaign is live. Another asks for an invoice copy. These requests need different handling. This template uses a single Decision node to evaluate both with three typed questions, then routes each ticket to a priority review or the appropriate support queue.

Three question types in one model call

What this workflow does

1. SupportTicket supplies an editable customer message, with a checkout outage as the default example.
2. TicketDecision asks all three questions in one request to the configured decision model.
3. PriorityGate checks urgency and business impact. Either threshold sends the ticket to PriorityReview, with the suggested team and all three answers attached.
4. For tickets below both thresholds, TeamRouter reads the Choice answer and selects BillingQueue, TechnicalQueue, or GeneralReview.
5. The selected Output node displays the routing result, original message, urgency probability, team, and impact score.

Setup

1. Copy the template into the Heym canvas.
2. Create a Decision Model credential in Credentials using your provider's base URL and API key if required. Select it on TicketDecision.
3. The example model is jev-latest. Change it if your endpoint uses a different model name. An LLM credential is not used by this template.
4. Run with the default message, then replace the text input to try the examples below.

The final nodes display queue recommendations. They do not send notifications or create external tickets. Once you have checked the routing, you can connect your own Slack, email, or helpdesk actions to the branches.

Try different tickets

These are illustrative routing expectations. Actual probabilities and scores depend on your model and the message.

Read the answers

• Noul: $TicketDecision.answers.is_urgent.noul is a probability from 0 to 1, not an urgency rating.
• Choice: $TicketDecision.answers.team.choice is billing, technical, or other. The model also returns a probability distribution and confidence.
• Score: $TicketDecision.answers.business_impact.score uses four levels: 0 for no disruption, 1 for minor friction, 2 for blocked work, and 3 for widespread disruption. The result is probability-weighted and can fall between levels.

The thresholds are editable examples. Compare the routing against your own support tickets before connecting external actions. Keep node labels stable so the expressions continue to resolve.