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How to route support tickets with a hosted decision API with Awesome Decision Models

Send a ticket and your label set to a hosted decision model and get a probability for each label.

Credentials. The hosted APIs need a provider API key, so store it in an environment variable or secret manager and do not paste it into prompts or shared files.

Who it is forA support engineer or ops lead who wants a triage step that assigns each incoming ticket to one queue without writing a classifier from scratch.

The problemManual triage is slow, and keyword rules miss ambiguous tickets. Generated text from a chat model is hard to turn into a reliable label.

The outcomeEach ticket gets a probability for every queue you define, so you can route the top label and send low-confidence tickets to a person.

What you need first

  • A web browser to open the repo's README and the linked provider docs
  • An account and API key for the hosted provider you choose (for example TypeSafe console, OpenRouter, or Microsoft Foundry)
  • For local runs: Ollama installed, or a Python environment with the package named in the model's own page
  • A list of your own options (labels, tool names, or rubric levels) to score

Steps

  1. Open the Hosted APIs section of the repo and pick a model; Jev and Microsoft-Decision-1 both describe a Choice question over text.
  2. Create an API key in the provider console (for Jev, the TypeSafe console linked from the repo).
  3. Write your queue names as the Choice options and the ticket text as the state.
  4. Send one request to the provider's /v1/systemone endpoint and read back the probability for each option.
  5. Route tickets whose top probability is above your threshold, and send the rest to a human queue.

Prompt for your agent

Using the Hosted APIs section of github.com/AnotiaWang/awesome-decision-models, pick one hosted decision model and call its /v1/systemone endpoint with the ticket text in <ticket-file> and these Choice options: billing, bug, account, other. Expected output: one probability per option that sums to about 1. Verify that the response contains a probability for every option you sent.

Caveat. The list is community-maintained and not affiliated with any provider, and the README says benchmark numbers are self-reported on each project's own chosen benchmark, so test on your own tickets before relying on any model.

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