> ## Documentation Index
> Fetch the complete documentation index at: https://secndai.manicule.dev/llms.txt
> Use this file to discover all available pages before exploring further.
> For every page in one file, fetch https://secndai.manicule.dev/llms-full.txt (large).
> To search and read these docs as tools, connect the MCP server at https://secndai.manicule.dev/api/mcp.
> Every agent surface: https://secndai.manicule.dev/.well-known/llms-manifest.json

# Support triage (/cookbooks/support-triage)

<!-- agent-signals: reading_time_min: 1 · est_tokens: 270 · updated: 2026-11-12 -->
Related: [Refund decision](/cookbooks/refund-decision.md), [Content moderation](/cookbooks/content-moderation.md), [Lead routing](/cookbooks/lead-routing.md), [Tool selection](/cookbooks/tool-selection.md), [Document classification](/cookbooks/document-classification.md), [Batching and concurrency](/patterns/batching.md)

> Suggest a support queue while preserving a fallback.

Route the customer's intent rather than relying on one keyword. Remove secrets and unrelated ticket history before sending the situation.

```json title="request"
{
  "model": "ren-zero-2026-11-12",
  "type": "choice",
  "situation": "I can sign in, but yesterday's payment appears twice on my statement.",
  "question": "Which queue owns the primary issue?",
  "options": [
    {"id": "billing", "description": "Charges, invoices, and payment disputes"},
    {"id": "access", "description": "Sign-in and account-access problems"},
    {"id": "review", "description": "Mixed intent or no clear owner"}
  ],
  "threshold": 0.9
}
```

On `act`, route only if `choice` names an allowed queue. The `review` option and every `ask_human` result enter the human queue. Return a temporary failure or review item on API errors.

Test mixed billing/access tickets and requests that fit none of the queues. Review incorrect routing and cases where a new category is needed. The model must not close a ticket or modify payment details.