Use AI Categorisation Instead of Setup-Only Service Types

Jason He Updated by Jason He

Some service types exist only to set a status, priority, queue or category on a ticket. The contact picks one so that your system can sort the ticket. This article shows how to let AI do the sorting after the ticket is created, so you can remove those service types and keep your catalogue short.

The short version

  • A service type that only categorises tickets adds a choice for the contact, but no value for them.
  • When a ticket is created, send it to AI. AI reads the whole ticket, including the description.
  • AI sets tags, categories and priority on the ticket.
  • Use those results in your monthly review to see what people really ask for.
  • Remove the setup-only service types.

What is a setup-only service type?

It is a service type that has automation to set values such as status, priority or queue, and usually has no form. Examples: "Printer problem" that only sets a category, or "Urgent" that only sets a priority.

The contact has to guess which one fits. If they guess wrong, or send an email instead, the ticket is not sorted. AI reads what the contact wrote, so it does not depend on their choice.

What AI can set on a ticket

Tickets synchronised from your PSA carry extra properties. AI can fill them in.

Source

Properties AI can set

All tickets

Tag

ConnectWise

Type, Sub-type and Item

Autotask

Issue type and Sub-issue type

Tags work for every ticket. Use the PSA's own categories when your team already reports on them. AI can also set the priority from the description.

How the flow works

  1. A ticket is created, by any route.
  2. Your system receives a ticket created notification.
  3. The full ticket is loaded, including its description.
  4. AI selects the tags, categories and priority.
  5. The result is saved on the ticket.

Choose where the notification comes from

Option

Best for

PSA webhook (ConnectWise or Autotask)

The most accurate results.

DeskDirector webhook

A better data layout, if you prefer it.

If accuracy matters most, use the PSA webhook.

Steps to retire a setup-only service type

  1. Set up the webhook and the AI categorisation flow.
  2. Decide which tags and categories AI may use.
  3. Run it alongside your current service types for a month.
  4. In your monthly review, check a sample of tickets. Is AI choosing well?
  5. Remove the service types that only set categories, status or priority.
  6. Keep reviewing a sample each month.

Use the results in your monthly review

Because every ticket is tagged, you can see what was requested without reading each ticket:

  • Tags that appear often with no matching service type are candidates for a new one.
  • Tags that appear often and need information are candidates for a form.
  • Tags that rarely appear may not be worth a service type.

For rare requests that need details, see Capture Requests the Catalogue Misses With Inline Forms.

What to expect

  • Setup effort. You need to set up the webhook and choose the tags and categories.
  • AI usage cost. Each ticket is read by AI.
  • Mistakes. AI will sometimes choose the wrong tag or priority. Review a sample each month and adjust.
  • Less guaranteed routing. A service type routes a ticket correctly only when the contact picks the right one. Contacts in a hurry often don't, or they email instead. AI sorts every ticket, whatever route it came from.

How did we do?

Capture Requests the Catalogue Misses With Inline Forms

Monthly Service Catalogue Review Checklist

Contact