> ## Documentation Index
> Fetch the complete documentation index at: https://docs.idemeum.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Triage agent overview

> Categorize and properly route user issues that do not match any skills.

# 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 a `skill` — 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

1. **The agent classifies the request.** From the conversation, it extracts a category, urgency, a technician-ready summary, the affected system, and the symptoms.
2. **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.
3. **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.
4. **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](https://github.com/idemeum/skills/blob/main/triage/SKILL.md).

If you need to edit the skill, simply change the .md file, upload it to idemeum portal, and make sure the name is `triage`. As a result the updated skill will replace the default triage skill.