The Classify Ticket with AI action allows you to automatically set one of the available ticket fields by sending the text, e.g. an inquiry text, to an AI connection along with information about the selected field, as set up in the configuration. The AI connection will use the name and, if available, the description of the respective ticket field options.

You can provide additional hints to the AI connection, such as, "if the text relates to robots, set the category to Manufacturing. If it relates to invoices, set the category to Accounting," for example, to set a resource.

The ticket is then automatically modified, and the field is set to the value that was returned. If there are any errors, they will appear in the Task Planner. If the ticket already has the same field value, it does not modify it.

The Task Planner requires the ticket ID and the ticket field to be set. You can select one of Category, Resource, ITIL, Priority or Classification. If there are multiple ticket IDs, the action is applied to each of these tickets.

Note: You can select any of your AI connections set up in the configuration.

Note: It should be noted that this action sends data to the AI connection, meaning that without care, you might potentially send privacy-sensitive data to a third party with this action.