Configuring Ticket Type Categorization

Updated by Bryan Chapman

Ticket Type categorization is available for both Autotask PSA and HaloPSA integrations, helping to streamline your ticket management process.

Key Benefits of Ticket Type Categorization

  • 🤖 AI-Driven Updates: The system automatically adjusts the ticket type based on the request, ensuring accuracy and eliminating the need for manual updates.
  • 📈 Aligned with ITIL Best Practices: By correctly categorizing tickets from the beginning, it supports ITIL service management principles, promoting smoother workflows and improved service delivery.
  • ⚙️ Automated Ticket Routing: With automatic ticket type changes, errors are minimized, and tickets are quickly routed to the appropriate team for faster resolution.
  • ⏱️ Efficiency Boost: This feature saves time by instantly categorizing tickets, enabling teams to focus on resolving issues rather than on administrative tasks.

1. Configure Ticket Type Categorization

  1. Navigate to the Admin Panel
    • Go to Admin Panel → Magic AI → Categorization → Ticket Type.
  2. Add Definitions for Each Ticket Type
    • Begin by defining each Ticket Type to ensure the correct categorization.
  3. Optional: Ignore Certain Types
    • If you don’t want Magic AI to automatically assign certain ticket type, click the "ignore" checkbox.
  4. Test Ticket Type Categorization Using the Emulator
    • Once you've configured Ticket Type Categorization, you can test its functionality using the emulator on the right. You can try real-world scenarios or paste descriptions from recent service requests to observe how Magic AI categorizes them.
  5. 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.

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 categorization from earlier, you can skip this step. 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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