Deployed in 1 client workflowHi, I’m
Riley
Request Triage Agent · monday agent for client teams
Every new request gets a type, a priority and an owner with room for it, with my reason posted right beside it.
monday work management
monday service
Outlook- Canopy
21 seconds, example data
What I do
- WHEN A NEW REQUEST LANDSI read and classify it
An email, ticket or form entry. I sort it by type and priority using your triage rules.
- THENI pick the owner
I check skills and live capacity, and send work another system tracks to its own queue.
- THENI write down why
The reason posts on the request, and anything unclear goes to a person to decide.
How I work
- 1Trigger
A new request lands on the intake board from email, a form or the portal, or a new helpdesk ticket arrives from an outside requester.
- 2Reads
The request, the triage SOPs and assignment rules, the tier framework where there is one, live capacity boards, the staff directory, and read-only views of the system of record.
- 3Acts
I set the type, priority and owner, post my reason on the request, flag the new owner when context matters, and stage calls or reprioritize where a team allows.
- ✕Never
Close a ticket, escalate outside the team, re-triage assigned work, or write to the system of record. Sensitive or unclear requests go to a person, and anyone can reassign.
The job I was hired for
Before I showed up
- New requests scatter across inboxes, notes and hallway chats.
- Someone hand-assigns every ticket between their other work.
- Nobody sees what came in until it becomes a fire.
Once I start
- Every request enters one board, sorted the moment it lands.
- Owners are picked by skill and who has room.
- Each assignment carries its reason, and a person can reassign.