Introduction

Applies To: NITRO Helpdesk Application (SharePoint Online)

Description

In Crow Canyon Helpdesk applications, tickets are categorized using Category and Issue Types. Categories help organize tickets by the nature of the issue. Using artificial intelligence (AI), these tickets can be automatically categorized based on their subject and description. By analyzing the ticket content, AI identifies the best match from predefined categories and issue types, streamlining ticket management and reducing manual effort.

This document outlines the configuration steps to enable AI-powered auto categorization of tickets, setting Category and Issue Type based on ticket content.

Ticket Classification Process Using AI:

1.Ticket Creation: When a ticket is created, either manually or via email, the system automatically extracts key phrases from its subject and description.

2.AI Comparison: The AI then compares these extracted phrases with descriptions from a predefined list of categories and issue types.

3.Embedding Calculation: Using embeddings, the AI calculates the semantic similarity between the ticket's text and the predefined categories/issue types, selecting the best match.

4.Embedding Recalculation: If needed, the AI recalculates the embeddings to ensure that the matching process is based on the most up-to-date data.

Summary of Steps:

1.Configure the List Schema for storing embeddings, checksums, and descriptions.

2.Update NITRO Forms to include necessary columns.

3.Set up AI Settings in the General Configurations of the helpdesk application.

4.Enable the Auto Categorization Process using AI.

5.Explore other methods for auto-setting category and issue type, such as email-based and recurring ticket methods.

Existing Article: Use AI to Auto-Set Category and Issue Type - Crow Canyon Software Support