Support Ticket Router for Dev Tools

How Support Ticket Router for Dev Tools works

Press Load model once: your browser downloads Universal Sentence Encoder (MediaPipe) (13 MB) from this site and keeps it in its cache. Then add your text and press Classify locally. The model runs on this device, so nothing you enter is sent to a server. Until the model is loaded, or if your device cannot run it, the tool falls back to a simple keyword check and labels the result as the fallback.

Universal Sentence Encoder (MediaPipe) turns text into a list of numbers that captures its meaning, so two sentences about the same thing end up close together even when they share no words. Each label below comes with a handful of example phrases. The tool compares your text with every example and picks the label whose closest example is nearest in meaning.

Scores are the cosine similarity between your text and that closest example, rescaled to 0-100: this model rarely scores two English sentences below 0.6 even when they are unrelated, so 0.6 maps to 0 and an exact match to 100. When the top two labels are within 3 points the result says it is a close call, because the model is effectively unsure.

Labels and example phrases

• Authentication and webhooks - Route to the auth / integrations queue. Examples: "webhook signature verification fails with 401 invalid signature", "API key rejected with 403 forbidden after rotating keys", "OAuth redirect returns invalid_grant error".
• SDK and integration bug - Route to the SDK team with versions and a minimal repro. Examples: "after upgrading the SDK to version 3 the client throws a TypeError", "the python library crashes on import", "npm package breaks the build with a missing export".
• Outage or performance - Check the status page first; page on-call if it is widespread. Examples: "the API is returning 500 errors for every request", "requests time out and latency is over 10 seconds", "dashboard is down and will not load".
• Billing and account - Route to billing support; no engineering needed. Examples: "we were charged twice this month", "how do I update the credit card on our account", "please cancel our subscription and refund".
• Feature request or how-to - Route to docs / product; answer with a guide or log the request. Examples: "is there a way to export all records as CSV", "could you add dark mode to the dashboard", "how do I paginate the list endpoint".

Worked example

The model's output for the built-in sample, recorded on a desktop browser. Your run may word things slightly differently.

Ticket: Since upgrading SDK 3.2, our staging webhook receives 401 invalid signature only from EU region. Production works. Need help before launch tomorrow.

Best match

Authentication and webhooks

Runner-up

Outage or performance

How clear-cut

Leaning

All labels

Authentication and webhooks 65 · Outage or performance 58 · SDK and integration bug 50 · Billing and account 45 · Feature request or how-to 44

The model

The files are served from this site, versioned so a cached copy is never stale. Nothing is fetched from a third party while you use the tool.

You can switch models in the tool. Also available: Gemma 4 E2B instruction-tuned (web build) (2.0 GB). The larger language model gives more thorough answers but is a bigger download and needs a stronger device.

Limitations

• Similarity in meaning is not the same as a rule. A text about a topic can land on the label whose examples share that topic even when a person would pick another label, so read close calls yourself.
• The labels are fixed. If your text belongs to none of them, the tool still picks the nearest one; a low top score is the hint.
• Results describe the input you gave, not the real-world situation behind it. Review them yourself before acting.

Good uses

• Triage developer workflow notes before deeper review
• Prepare consistent labels for repeat workflows
• Reduce manual sorting on small batches
• Keep sensitive drafts in the browser preview