Configuring Auto Categorization

Updated by Bryan Chapman

Auto Categorization is a powerful AI-driven feature that automatically assigns a ticket’s category properties based on definitions you set in the Thread admin panel. This helps streamline your workflow by automatically categorizing incoming threads and setting the appropriate category values across all tickets.

Categorization Support by PSA Platform

Thread offers automatic categorization for various PSA systems, with the level of categorization varying by platform. Here's how it works for each:

PSA System

Categorization

Ticket Type

ConnectWise PSA

✅ Type, Sub-Type, Item

🚫 Not Supported

Autotask PSA

✅ Issue Type, Sub-Issue Type

✅ Supported—follow this guide: Configuring Ticket Type Categorization

HaloPSA

✅ Category 1 Values

✅ Supported—follow this guide: Configuring Ticket Type Categorization

1. Configure Auto Categorization

  1. Navigate to the Admin Panel
    • Go to Admin Panel → Magic AI → Categorization.
  2. Click “Get Started”
    • You will see a list of your boards or queues, containing the types or issue types associated with each.
Note: The integration with HaloPSA treats Teams as the equivalent of service boards or queues.
  1. Add Definitions for at Least One Category Value on One Service Board or Queue
    • Start by defining a category value on your default service board or queue.
    • For categorization to be set up, you only need to define one category value and click Next.
    • Auto categorization is already highly accuracy from the start, but you can refine it further by adding key words, descriptions, definitions, or prompts for each category value to help train Magic AI for even more precise categorization.
    • Magic AI will use the definitions along with incoming thread information to automatically assign the appropriate category value to each ticket.
Note: For HaloPSA users, it's recommended to ignore top-level category values (e.g., "Account Administration") so that Magic AI can focus on more specific sub-categories like "Account Administration > Application Access."
  1. Optional: Ignore Certain Types
    • If you don’t want Magic AI to automatically assign certain category values, click the "ignore" checkbox.
Note: You can define category values using keywords, phrases, or prompts. If you're not familiar with prompts, think of them as giving Magic AI clear instructions in plain language on exactly what you want it to do—there’s no character limit to your definitions!
  1. Test Auto Categorization Using the Emulator
    • After configuring Auto Categorization, you can test how Magic AI categorizes tickets using the emulator on the right. Try real-world scenarios like "I need a password reset" or copy and paste descriptions from recent service requests to see firsthand how Magic AI categorizes them.
  2. Continue to Iterate and Define Categories
    • Whenever Auto Categorization is triggered on a ticket, Thread will append an internal note explaining the categorization decision. This allows you to review and tweak your configuration on the fly to further train Magic AI as needed.
Pro Tip: If you find that Magic AI miss-categorizes a sub-issue, item, or sub-issue type (depending on your PSA), you can fine-tune the AI by prompting these directly within your category definitions. For example, you can define, “When a user submits a request for a laptop, automatically use sub-type ‘workstation’”. This helps improve categorization accuracy over time by guiding Magic AI on how to handle specific requests more effectively.

2. Configure a Flow to Automatically Categorize Incoming Threads

Now that you’ve set up Auto Categorization prompts, the next step is to configure a flow that will automatically categorize incoming threads.

How to Configure the Flow

If you’ve already set up auto prioritization from earlier, you can add an additional action for categorization in the same flow. Otherwise, you can use the template below to set up auto categorization.

  1. Navigate to Templates
    • Go to Admin Panel → Templates → Auto Categorization.
  2. Apply Filters
    • Apply filters that match your incoming threads. For example, you can set the filter to your incoming service boards, queues, or teams to categorize all incoming service requests.
  3. Ensure Auto Categorize Action Is Added
    • The Auto Categorize action is already included in the template. If you’re building your flow from scratch in the Flow Builder, scroll to the bottom, click +, then select Actions → Magic → Auto Categorize.
  4. Save and Test
    • Save the flow changes, then test it by submitting a new service request that matches the ticket criteria you set in the flow.

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