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How to route support tickets to a queue in one call with System1 Agents

Send each ticket to one of five queues with a System 1 model and a probability.

Credentials. The Jev key goes in a local .env file, so keep that file out of version control and out of shared logs.

Who it is forA support lead or ops engineer who gets a steady flow of tickets that must be sorted into logistics, payment, returns, account or human queues.

The problemSorting tickets by hand is slow, and a full chat model call per ticket costs more and takes longer than a single decision.

The outcomeEach ticket gets one queue choice with a probability and confidence, returned as a JSON object in about 400 ms.

What you need first

  • git and uv, since the README installs with `uv sync`
  • A Jev key: TYPESAFE_API_KEY from the TypeSafe console, or OPENROUTER_API_KEY
  • Claude Code or Codex if you want the agent-driven path

Steps

  1. git clone https://github.com/ThinkFlowLab/system1-agents && cd system1-agents
  2. uv sync && cp .env.example .env, then put a Jev key in .env as TYPESAFE_API_KEY or OPENROUTER_API_KEY
  3. Run uv run s1a decide --state '{"ticket": "I was charged twice for order 4411 and I want the second charge refunded."}' --option logistics="delivery problems" --option payment="billing and charges" --option returns="return requests" --option account="login and account access" --option human="anything else" (inferred, check the README)
  4. Read the printed JSON: choice is the queue, and the per-option probabilities and confidence show how sure the model is
  5. Loop over your ticket export with the same command and send low-confidence tickets to the human queue (inferred, check the README)

Prompt for your agent

In the system1-agents repo, route each ticket in <ticket-file> to one of logistics, payment, returns, account or human using `s1a decide`. Return one JSON line per ticket with the chosen queue and its probability. Verify that every output has a choice that matches one of the five queue names.

Caveat. The README gives the ticket router result only as a benchmark and a Claude Code example; the exact decide flags for five queues are inferred and should be checked against docs/agents.md.

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