Written By Mikel from Gorelo
Last updated 27 days ago
Auto Ticket Tags will look at a ticket’s subject and first inbound public comment, then pick up to three tags you’ve nominated as AI tags. It takes the guesswork out of organizing new tickets so you can stay focused on the real work without worrying about manual tagging.
Enabling Auto Ticket Tags
Go to Settings → AI → Auto Ticket Tags
Toggle Auto Ticket Tags on
Select the tags you want evaluated by AI
Choose how many tags you want suggested: 1, 2, or 3
If you want tags to apply themselves automatically, toggle on Apply Tags
How It Works
AI looks at the ticket’s subject and first inbound public comment
It compares that info against the name and description of any tags you’ve nominated
You can create or edit tags under Settings → Tags → Ticket Tags
Creating Tags for AI Use
Head to Settings → Tags → Ticket Tags.
Click Create a Ticket Tag (if you need a new one) or Edit (if you’re changing an existing tag).
Enter the tag name and description (emojis are supported)
Check Mark as AI tag so it can be picked up by the Auto Ticket Tags feature.
Save your changes.
Tips
Keep your tag titles and descriptions clear and specific. It helps the AI match them more accurately.
If you’re trying to test how the AI will tag, just send a test ticket with a relevant subject and comment to see if it picks the right ones.
Example Tags
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. |
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. |