Guides / Cookbooks

Cookbooks · Text · Beginner · about 5 min

Route support tickets

Pick the team, rate the urgency and spot a workaround request in one call, and route automatically only when the answer is confident.

1. When to use it

   Any queue of short messages that needs a team and a priority. With text in state, the request goes to the text engine, which also answers choice and score questions.

2. The request

   {
     "model": "ora-fin1",
     "state": "Hi, since this morning every export to CSV from the reports page times out after about a minute. We have a board meeting tomorrow and need these numbers. Is there a workaround?",
     "questions": {
       "team": {
         "type": "choice",
         "instructions": "Which team should handle this?",
         "criteria": {
           "billing": "Charges, invoices, refunds",
           "technical": "Bugs, errors, timeouts, integrations",
           "account": "Login, users, permissions",
           "sales": "Plans and pricing"
         }
       },
       "urgency": {
         "type": "score",
         "instructions": "How urgent is this?",
         "criteria": [
           "Can wait",
           "This week",
           "Today",
           "Right now"
         ]
       },
       "workaround": {
         "type": "yes_no",
         "instructions": "Is the customer asking for a workaround?"
       }
     }
   }

   Open this in the Playground

3. The real response

   {
     "model": "ora-fin1",
     "answers": {
       "team": {
         "type": "choice",
         "choice": "technical",
         "confidence": 0.732,
         "probabilities": {
           "billing": 0.052,
           "technical": 0.799,
           "account": 0.102,
           "sales": 0.047
         }
       },
       "urgency": {
         "type": "score",
         "score": 2.188,
         "confidence": 0.802,
         "legend": [
           "Can wait",
           "This week",
           "Today",
           "Right now"
         ],
         "probabilities": [
           0.002,
           0.001,
           0.804,
           0.193
         ]
       },
       "workaround": {
         "type": "yes_no",
         "yes_no": 0.868
       }
     },
     "usage": {
       "input_tokens": 445,
       "output_tokens": 20
     },
     "version": "ora-text-0.2.0"
   }

   team is technical with confidence 0.732. urgency is 2.188 on a 0–3 scale (most of the probability on “Today”), and workaround is 0.868.

4. The code

   cURLPythonJavaScriptPHPGoJavaC#RubyCopy

   Requires curl 7.76+. Save as run.sh, then: bash run.sh

   curl -sS https://oramodel.com/v1/systemone \
     -H "Authorization: Bearer $JEV_API_KEY" \
     -H "Content-Type: application/json" \
     -d '{
     "model": "ora-fin1",
     "state": "Hi, since this morning every export to CSV from the reports page times out after about a minute. We have a board meeting tomorrow and need these numbers. Is there a workaround?",
     "questions": {
       "team": {
         "type": "choice",
         "instructions": "Which team should handle this?",
         "criteria": {
           "billing": "Charges, invoices, refunds",
           "technical": "Bugs, errors, timeouts, integrations",
           "account": "Login, users, permissions",
           "sales": "Plans and pricing"
         }
       },
       "urgency": {
         "type": "score",
         "instructions": "How urgent is this?",
         "criteria": [
           "Can wait",
           "This week",
           "Today",
           "Right now"
         ]
       },
       "workaround": {
         "type": "yes_no",
         "instructions": "Is the customer asking for a workaround?"
       }
     }
   }'

5. Act on it

   a = data["answers"]
   if a["team"]["confidence"] >= 0.6:
       assign(ticket, team=a["team"]["choice"], priority=round(a["urgency"]["score"]))
   else:
       send_to_triage(ticket)          # a person decides
   if a["workaround"]["yes_no"] >= 0.7:
       attach_known_workarounds(ticket)

6. Variations

   • Add descriptions and examples to the options when two teams are often confused.
   • Send urgent ones to Slack with an action: "when": "urgency >= 2.5".

Information, not investment advice. Every number on this page is a real response for the session shown; answers change with each session.

What's next

• Is a headline relevant to a symbol?