Halo Auto Triage
Smarter routing. Faster support. Better service.
Speed and consistency
Halo Auto Triage creates a faster, more consistent way to process service requests and incidents emailed or forwarded to askIT@yorku.ca
The solution compares each emailed ticket with similar requests and the UIT Service Catalogue, identifies the most likely service category, and assesses the confidence of that classification. Confident, in-scope matches move forward automatically; all other tickets remain with the Service Desk for manual triage
More time helping our community
Less time spent shuffling tickets repeating questions; more time solving problems
For confidently classified tickets
When Auto Triage can confidently categorize an in-scope ticket, it routes the ticket directly to the appropriate support team
For Duo-related requests
Automated follow-up can collect missing details, reduce back-and-forth between requestors and agents, and avoid unnecessary delays
Across in-scope categories
At launch, Auto Triage will automatically route tickets only when they fall within an approved service category and meet the required confidence threshold
Data is based on testing. Production accuracy, coverage, and handling-time impacts will be validated against live tickets during the August monitoring period
Three essential improvements
Automated routing
Auto Triage compares emailed tickets with similar requests and UIT Service Catalogue categories, then automatically routes confident, in-scope matches to the appropriate support team
Instant follow-up
When a Duo 2FA request is missing information needed by the support team, Auto Triage triggers an automated email from Halo asking the requestor to provide the missing details
A new path
We test Auto Triage classifications against previous routing decisions to fine-tune the solution, improve future classifications, and establish a foundation for evolving service journeys with new tools and techniques
Reliable automation
Understanding intent
Auto Triage uses semantic search to compare the intent of a request with similar requests and the service categories defined in the UIT Service Catalogue
Auto Triage returns the strongest match with a confidence score. When the score meets the required threshold, the ticket is eligible for auto-routing and, where applicable, an automated response. When the score is not high enough, the ticket follows the manual process and is triaged by Client Services
- 01Understand
Determine the requestor’s intent from the context of the request
- 02Match
Compare the request with similar requests and classify it using the UIT Service Catalogue
- 03Check
Confirm that the classification meets the required confidence threshold before routing
- 04Route
Automatically route confident, in-scope matches and return all other tickets to Client Services
Two-phase release
Active auto-routing begins only after a successful two-week monitoring period, during which we compare Auto Triage classifications with live routing decisions
- 01August 14 to August 28, 2026
Passive ticket monitoring
Compare Auto Triage classifications with live frontline decisions without changing how tickets are routed
- 02August 31, 2026
Active auto-routing begins
Tickets with confident, in-scope classifications are automatically routed to the responsible service queues. Low-confidence and out-of-scope tickets remain with the Service Desk for manual triage
A foundation for tomorrow's service
This project establishes the technical foundation and business processes needed to support future service improvements
FAQs
The project improves intake and routing so frontline agents can spend more time on complex support and higher-value service work
Does Auto Triage categorize every ticket automatically?
No. At launch, auto-routing will be limited to the approved in-scope service categories, and each classification must meet the required confidence threshold. Tickets that fall outside the approved scope or do not meet the threshold will continue through manual triage with Client Services
What happens during the monitoring period?
Auto Triage reviews live tickets and records the category and routing it would have selected, but it does not change the tickets. The project team compares those classifications with live agent decisions before active auto-routing begins
Which requests receive an automated follow-up?
An automated follow-up will occur only for eligible Duo 2FA access and permission requests sent to askIT@yorku.ca from an official York University email address. When required information is missing, Auto Triage triggers Halo to send a templated email requesting the details Client Services needs to help the requestor
Will Service Desk agents still be involved?
Yes. Agents will remain central to the support experience. Automation is intended to reduce routine administrative work so agents can spend more time investigating complex issues, applying judgment, supporting requestors, and resolving problems that require human expertise. Over time, the agent role will increasingly focus on higher-value support, service improvement, and the situations where people make the greatest difference
Will the project automatically resolve IT issues?
No. The project improves intake, categorization, and routing. Support teams remain responsible for diagnosing issues, working with requestors, and delivering service
Initiatives
Learn about what we’re working on and how it benefits everyone at York