自动化工单标签 - Gorelo Documentation

Auto Ticket Tags 会查看工单的主题和首条入站公共评论，然后从你指定为 AI 标签的标签中选择最多三个。它消除了组织新工单时的猜测，让你能够专注于真正的工作，而无需担心手动打标签。

启用自动工单标签

转到 Settings → AI → Auto Ticket Tags
打开 Auto Ticket Tags 开关
选择你希望由 AI 评估的标签
选择你希望建议的标签数量：1、2 或 3
如果你希望标签自动应用，请打开 Apply Tags 开关

工作原理

AI 会查看工单的主题和首条入站公共评论
将这些信息与你指定的标签的名称和描述进行比较
你可以在 Settings → Tags → Ticket Tags 下创建或编辑标签

创建供 AI 使用的标签

前往 Settings → Tags → Ticket Tags。
点击 Create a Ticket Tag（如果需要新标签）或 Edit（如果你要修改现有标签）。
输入标签名称和描述（支持表情符号）
勾选 Mark as AI tag，使其可以被自动工单标签功能识别。
保存更改。

保持标签的标题和描述清晰具体，这有助于 AI 更准确地匹配。
如果你想测试 AI 的打标签效果，只需发送一个带有相关主题和评论的测试工单，看看它是否选择了正确的标签。

示例标签

Name	Description
Access	User access related requests including password resets, account creation/deletion, or permission changes. Examples: forgotten passwords, new user setup, or access denied messages.
Backup	Data backup and recovery related issues including failed backups, restore requests, or backup system alerts. Examples: backup failure notifications, file restore requests, or backup storage capacity issues.
Email	All email-related issues including Microsoft 365, Exchange, spam filtering, signatures or email client issues. Examples: cannot send/receive emails, missing emails, mailbox quota issues, or Outlook problems.
Mobile	Mobile device issues including phones, tablets, MDM, or mobile app problems. Examples: cannot sync email on phone, MDM enrollment issues, or mobile app failures.
Network	Issues related to internet connectivity, WiFi, switches, firewalls, routers, VPN connections, or network performance issues. Examples include: slow internet, cannot connect to WiFi, VPN disconnecting, or network outages.
Print/Scan	Issues with network printers, local printers, multi-function devices, and scanning equipment. Examples: cannot print, print quality problems, printer offline, scan failures, or driver issues.
Security	Security-related incidents, alerts, or requests including virus infections, suspicious activities, security policy changes, or compliance matters. Examples: virus alerts, suspicious emails, ransomware, or security policy violations.
Server	Issues involving physical or virtual servers, including performance problems, services not running, server hardware failures, or server maintenance. Examples: server offline, service crashes, disk space alerts, or slow server response.
Software	Issues with business applications, software installations, updates, Microsoft Office like Word/Excel, or licensing. Examples: application errors, software not working, update failures, or license activation issues.
Voice	Issues with VoIP phones, phone systems, PBX, softphones, and video conferencing. Examples: phone not registering, poor call quality, voicemail, or conference room systems.
Web	Issues with websites, DNS, domains, SSL certificates, and hosting. Examples: site down, certificate expired, DNS errors, or domain renewals
Workstation	Desktop and laptop computer issues including hardware failures, operating system problems, or performance issues. Examples: blue screens, slow computer, hardware not working, or Windows updates.

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