Our goal is to have the system add tags automatically to incoming tickets based off the content in the email body. Then those tags will automatically get routed or assigned to a specific agent or group. Is this possible?
Can the auto tag work on incoming or new tickets based off ticket body?
Hi @kristine12,
Welcome to our Community! Based on your use case, you can certainly use the automatic ticket tagging :)
Auto tagging tickets will look for words longer than two characters and then compares those words to tags that have already been used. The top three matches are added to the ticket. You can then use those tags to create a trigger to route them to a specific agent or group.
You may find more info here. I hope this helps!
@audrey14 I enabled the automatic ticket tagging feature earlier today but as of tonight I'm still not seeing any tags populate in the Tag field of our new tickets. How is that supposed to work?
Hi Kristine, thanks for the update!
There are instances where automatic tagging isn't applied.
- Tags are only automatically added to tickets that come from end-users via the ticket channels.
- Tags will not be added if an agent submits a ticket from within Support. However, if an agent creates a new ticket using an email, automatic tags will be applied.
- Automatic ticket tagging might not work in languages other than English.
Otherwise, automatic tagging should work on your account, if this isn't the case, please contact us via Messaging so our team can take a closer look on your account :) Thanks!
Hi Kristine, if you're still looking for some ticket tagging I'd recommend checking out eesel AI. It's great with categorising incoming tickets, with a lot of other features as well. https://www.zendesk.com/au/marketplace/apps/support/1019076/ai-agent-assist-by-eesel/
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