What is triage agent?
The Triage agent is the guaranteed floor of Endpoint Care: when no skill can resolve a request, the issue is still understood, classified, diagnosed, and delivered to IT as a structured, evidence-rich ticket. No request is turned away. Under the hood, triage is itself askill — the same format, the same guardrails, entirely read-only (it observes and documents; it never changes the device).
When it activates
Triage is deliberately never matched by phrasing; it’s the fallback, not a competitor to the resolution skills.- Automatically, when the agent can’t match the request to any resolution skill after asking its clarifying questions.
- Directly, when the employee clicks the Report Issue quick action to file something with IT.
How triage run works
- The agent classifies the request. From the conversation, it extracts a category, urgency, a technician-ready summary, the affected system, and the symptoms.
- The employee reviews an intake form pre-filled with those fields. Everything is editable except the category, which is set by the agent’s classification (the next step depends on it). No twenty-field questionnaire; the agent did the filling, the user just corrects.
- A category-specific diagnostic runs — one read-only check matched to the problem type: connectivity for Network, installed apps for Software, mail configuration for Email, top resource consumers for Performance, and so on.
- The ticket is created and routed, carrying the structured fields, the diagnostic result, and the conversation. The employee sees what was found and what happens next.
Updating triage skill
Our default triage skill is located here. If you need to edit the skill, simply change the .md file, upload it to idemeum portal, and make sure the name istriage. As a result the updated skill will replace the default triage skill.