Overview of Swifteq Ticket Classification

The Swifteq Ticket Classification app is a tool that provides seamless ticket automation in Zendesk powered by OpenAI's ChatGPT. It allows you to extract relevant information from tickets, and save it directly in dedicated ticket fields. The app works in the background to cut down ticket handling times and optimize Workflows. 

You configure the Workflows to your own needs so that Ticket Classification adds information to the ticket fields. The Workflows can be configured to set Tags and to add Custom Fields to the tickets.

As part of the Workflow configuration, you can use the Auto Generate feature to analyze solved tickets over a selected time period in order to automatically discover the Intents from existing tickets. This analyzes your real ticket history and suggests Intents based on what customers are writing to you about. The Intents that are discovered are suggestions for what you can add to the workflow if needed.

This can be useful when first setting up your Workflows to easily determine the most common topics in tickets and also as an ongoing tool to ensure Ticket Classification is configured as relevant for your tickets.

In this Article
Configuring Workflows
Free 14-day Trial and Pricing Options
Summary of Installing, Creating an Account, Connecting and Configuring
Reports
 

Configuring Workflows

You configure the Ticket Classification Workflows with your own rules and according to your own requirements. For full details, refer to Configuring the Workflows for Ticket Classification and to the examples in the section Example Workflows and How Tickets are Updated by Ticket Classification.

In each Workflow you select and enter the following:

• The field(s) in the ticket where you want to detect the topic or intent from. This can be selected as Last Customer Comment, Last Agent Reply, Last Reply from any user or Last Internal Note.
• The Topics or Intents to Detect in the tickets. This includes a description of the intent so AI can understand it. Ticket Classification uses ChatGPT to intelligently pull information from your tickets and allows you to analyze the text in the customers' messages. This would be useful, for example, to add a Tag to a ticket based on a variety of ways that customers inform your support team of the reason for the contact and can be used to detect  customer emotions such as complaints.
• You then instruct the Workflow what to do with the output and what to update in the ticket. You can select to Add a Tag or Update a Custom Field. 

You can also set up additional Zendesk Triggers to direct tickets to the relevant groups or agents based on these Tags. For example, if you are using Ticket Classification to add a Tag, that Tag can be used as a condition in a separate Trigger to assign the ticket to a given group or agent. The additional Trigger would be created separately in the Zendesk Admin Center, not by the Ticket Classification app.
 

Free 14-day Trial and Pricing Options

You can install a free 14-day trial of the Ticket Classification app. Refer to the articles in the section Installation for Swifteq Automation Apps..

There are then various pricing options for your subscription, according to the number of tickets you have in your Zendesk Support per month. Refer to Subscribing to Ticket Classification, Managing your Billing.

Summary of Installing, Creating an Account, Connecting and Configuring

1. Install the app
   From the Zendesk Marketplace, go to the Swifteq Ticket Classification App and click Start Your FREE 14-day Trial.
   Then, from the Zendesk Marketplace > Apps > Ticket Classification page, click Install.
   Refer to Installing the Swifteq Automation Apps.
    
2. Create a Swifteq account, or Login
   From your Zendesk Agent Dashboard, open the Ticket Classification app from the sidebar. Then either create a Swifteq account or login in with your existing account.
   Refer to Creating an Account for the Swifteq Automation App.
    
3. Activate the Ticket Classification app 
   The first time the app is used, it needs to be activated to enable it on your account.
   Refer to Activating the Swifteq Automation in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
    
4. Connect and Authorize the Ticket Classification app to your Zendesk Support
   This authorizes the app to securely access your Zendesk account. 
   Refer to Connecting to Zendesk Support in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
    
5. Allow Swifteq permission to access your Zendesk account
   Swifteq then needs the permission to access your Zendesk account and read your Zendesk Support tickets.
   Refer to Allowing the Swifteq Automation App to Access your Zendesk Account in Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support.
    
6. Configure and Enable the Workflows for the Ticket Classification app
   You set up the Workflows for your own requirements for Ticket Classification in the Configuration.
   Refer to Configuring the Workflows for Ticket Classification.
   
   Refer also to the section Example Workflows and How Tickets are Updated by Ticket Classification which give examples of setting up Workflows.
     
7. Enable Ticket Classification
   When you have set up and enabled your Workflows, enable the Ticket Classification app.
   Refer to Enabling the Ticket Classification App.

Reports

You can display a summary of the tickets processed and the tickets updated by the Ticket Classification app

This allows you to understand how the app is performing. Refer to Reports for Ticket Classification.