Introduction

Applies to: SharePoint Online (NITRO Helpdesk Application)

Description

AI-Based Routing streamlines the ticket handling process by combining AI-based categorization and automatic assignment of tickets. This feature ensures that incoming tickets are not only classified accurately but also routed directly to the appropriate staff member, improving response time and operational efficiency.

AI-Based Routing functions in two key steps:

1.AI-Based Categorization
When a new ticket is submitted, the system uses artificial intelligence to analyze the ticket’s subject and description to automatically determine its Category and/or Issue Type.

For this refer article: Use AI to Auto-Set Category and Issue Type - Crow Canyon Software Support

2.Auto-Assignment Based on Category/Issue Type
After the ticket is categorized:

oThe system checks the configuration for the assigned staff for that Category or Issue Type.

oThe ticket is then automatically assigned to the mapped staff member.

For this refer article: Auto-assignment in Crow Canyon helpdesk applications - Crow Canyon Software Support

Configuration Steps

1.Define Assignment Rules

oGo to the ticket configuration settings.

oUnder each Category/Issue Type, specify the staff member responsible.

2.Enable AI Categorization

oMake sure AI categorization is enabled for incoming tickets.

oTrain the AI model with historical data (if needed) for more accurate predictions.

3.Enable Auto-Assignment

oIn the ticketing workflow or automation settings, enable auto-assignment based on Category or Issue Type.