Effective support ticket categorization is essential for providing fast, accurate responses, prioritizing critical issues, and improving overall support efficiency. With Alfred AI, you can automate this process, freeing up your team’s time and ensuring consistency.
Set Up the Trigger
1. Select Your Support Platform: In Alfred AI, choose your support tool (e.g., Zendesk, Freshdesk, or Zoho Desk).
2. Set the Trigger Event: Select “New Ticket” or “Updated Ticket” as your trigger. This action will initiate the workflow whenever a new support ticket is created or an existing ticket is updated.
Example: In Zendesk, choose “New Ticket” to start the workflow when a new support ticket is received.
Define Ticket Categories and Descriptions
1. Create Categories: Outline the specific categories that fit your support needs. These might include:
- Billing Issues: For inquiries about invoices, payments, and refunds.
- Technical Support: For problems related to bugs, errors, or troubleshooting.
- Feature Requests: For suggestions on new features or product improvements.
- General Inquiries: For general questions that don’t fit other categories, such as policy questions.
2. Describe Each Category: Provide a brief description for each category like above to guide Alfred AI’s classification. Explain the values in plain english language and Alfred AI will build the context to categorise the tickets.
Map Each Category to a Field in Your Support Tool
1. Map Categories to Fields: Link each category to a field or tag in your support tool, ensuring Alfred AI automatically updates the ticket with the correct category.
- Use the “Update Field” or “Add Tag” action to apply the category to the ticket.
- Optionally, if your support platform allows, you can route categorized tickets to specific teams based on their category.
Example: When a ticket is categorized as “Technical Support,” Alfred AI tags it as such in Zendesk, which could also trigger assignment to the tech support team.
[Optional] Notifications on Categorization Update
1. Choose a Notification Tool: Decide how and where you’d like notifications sent (e.g., Slack, email ).
2. Configure Notifications: Set up Alfred AI to send notifications to:
- A specific **Slack channel** (e.g., “Support Alerts”).
- A designated **person** (e.g., the ticket owner or team lead).
3. Trigger Notifications Conditionally: Configure Alfred AI to send notifications only when certain categories are assigned, or when a ticket meets specific criteria, such as a high-priority status.
Example: When a ticket tagged as “Urgent” under “Billing Issue” is created, Alfred AI sends an alert to the “Finance Support” Slack channel to prompt immediate action.
Automation in action
1. Trigger: New or updated ticket created.
2. Define Categories: Set up category definitions and associated keywords for accurate classification.
3. Map to Support Tool: Connect each category to a field or tag in the support tool for labeling or assignment.
4. Optional Notification: Notify relevant team members or channels based on specific categories or priority levels.
With Alfred AI, you’ll build an efficient, automated ticket categorization workflow that improves response times, ensures accuracy, and supports scalability as your customer base grows.
