Introduction

Applies To

NITRO Help Desk Application (SharePoint Online)

Description

AI prioritization in the Helpdesk application enables automated assignment of priority levels to user requests based on the subject and description of the request. The AI system evaluates the content of user tickets, including the subject and description, to determine an appropriate priority level. This process helps IT support teams prioritize urgent tickets and respond to them more efficiently. The AI prioritization uses predefined priority values such as Low, Normal, High or Critical based on the content of the ticket.

Purpose

The primary goal of AI prioritization is to improve ticket management by:

1.Assigning an appropriate priority level to tickets based on urgency.

2.Helping staff prioritize critical requests, especially in high-volume environments.

3.Reducing response times for higher priority tickets to improve service delivery.

This document outlines how to set up and configure AI-based prioritization for Helpdesk tickets in SharePoint Online.

Ticket Prioritization Process Using AI

1.Ticket Creation: When a ticket is created or updated, the AI evaluates the subject and description of the request.

2.AI Evaluates Content: The AI extracts relevant keywords and context from the ticket’s subject and description to understand the urgency.

3.AI Assigns Priority: Based on predefined categories (such as Low, Normal, High), the AI assigns the priority level to the ticket.

Summary of Steps

1. List Schema Configuration

2.Update NITRO Forms

3.AI Settings Configuration

4.AI Prioritization Process

5.Examples of prioritization