Configuring the Workflows for Ticket Classification

When you have connected and authorized Ticket Classification, the Configuration displays.

Initially the Ticket Classification app is not enabled. You first need to set up the Workflows for the app based on your requirements. Workflows are set up in the Configuration and you can re-display the Configuration Settings at any time from your Zendesk Agent Dashboard and make changes as needed.

• You can add Topics or Intents to the Workflows manually one by one.
• You can use the Auto Generate feature to analyze solved and closed tickets over a selected time period in order to automatically discover the Intents from existing tickets. Refer to Auto Generate Intents by Analyzing your Solved Tickets.

When creating Workflows, it is recommended to create one Workflow that incorporates the same topics or intents. For example, create a Workflow for high level topics, another Workflow for more detailed topics, another Workflow for sentiments, and so on. 

Only users with access to the Ticket Classification can access the Configuration and set up Workflows. For details, refer to Setting the Title and Access Restrictions in Installing the Swifteq Automation Apps and to Changing the Installation Settings.

For examples of specific scenarios and use cases, refer to the articles in the section Example Workflows and How Tickets are Updated by Ticket Classification.

In this Article
Setting up the Workflows
Getting Help with Setting up Workflows
Creating the Workflows for Ticket Classification
Workflow Name
Trigger
Detect intent from the following fields
Topics or Intents to Detect
    Add a Tag
    Update a Custom Field
Enabling the Workflow and Save
Opening and Editing the Trigger Created in your Zendesk Admin Center
Editing, Disabling or Deleting a Workflow
    Editing a Workflow
    Disabling a Workflow
    Deleting a Workflow

Setting up the Workflows

When you open the Ticket Classification app, the Configuration displays. Initially there are no Workflows. The following image shows an example of when the app is in trial.

Getting Help with Setting up Workflows

If you need help setting up Workflows, you can reach out on the Swifteq live chat by clicking the following icon.

Or email at support@swifteq.com.

Creating the Workflows for Ticket Classification

1. From the Configuration page, click New Workflow. 
   Enter and make selections for the following:
    
2. Enter the Workflow Name. Refer below to Workflow Name. Duplicate Workflow names are not allowed so use a unique name for each.
3. Select the Trigger. Refer below to Trigger.
4. Select 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. Refer below to Detect intent from the following fields.
5. Enter the Topics or Intents to Detect. 
   This needs a Name and then you Describe what the intent is about so AI can understand it. 
   You then instruct the Workflow what to do with the output and what to update in the ticket by selecting How to update the Zendesk ticket with this intent.  You can select to Add a Tag or Update Custom Field. Refer below to Topics or Intents to Detect.
6. Enable the Workflow and Save it. Refer below to Enabling the Workflow and Save.
7. If relevant, edit the Swifteq Trigger in your Zendesk Admin Center. Refer to Opening and Editing the Swifteq Trigger Created for Ticket Classification in your Zendesk Admin Center.

Workflow Name

Enter a Name for the Workflow. The Name shows on the Configuration page.

If you create a new Zendesk Trigger from the Workflow, the Workflow Name is also added to the name of the Trigger that is created. Refer below to Trigger and to Opening and Editing the Swifteq Trigger Created for Ticket Classification in your Zendesk Admin Center. 

You can enter up to 64 characters. If many characters are added, at the moment, this will scroll in the Workflow configuration but will wrap on the Configuration page.

Trigger

Ticket Classification integrates with Zendesk Triggers.

You can create new Triggers from the Ticket Classification app by selecting one of the following:

• When a ticket is created (new trigger)
• When a ticket is updated (new trigger)

The first time you add a Workflow and select a Trigger, it shows as (new trigger). The new Zendesk trigger will be created automatically when you save the Workflow. 

When you have created a new trigger, and when creating other Workflows, any Triggers created from Ticket Classification also show for selection in the Trigger field. These show as Swifteq New Ticket, or Swifteq Updated Ticket followed by the name of the Workflow in which the Trigger was created.

When setting up the Workflows, you can only select to add a new Trigger, or select a Trigger that has been created through the Ticket Classification app.

As you set up additional Workflows, you can select to create new Triggers.

Or

You can select an existing Swifteq Trigger. This allows different actions to be executed on the same ticket event which can be more efficient. It is recommended that, where possible, you use one of the Triggers that has already been created. 

In most cases only one trigger, for When a ticket is created, will be needed, as when a ticket is created it would usually have all the information needed to classify the ticket. However, in some cases (for example, messaging tickets) only the second comment will include the transcript of the conversation which has the information needed to classify the ticket, so in this case you can also create Workflows based on When a ticket is updated.  

In terms of the pricing of the Ticket Classification app, you will be charged based on how many times a ticket is processed through the workflows (tickets processed), which is the same as how many times the configured triggers will fire. If you are using one create ticket trigger for all workflows, it is based on how many tickets are created. If you are using two triggers: one for the created ticket and one for the updated ticket, billing will be based  on how many tickets these two triggers fire in total.

When a Trigger has been created through the Ticket Classification app, you can make changes to it from your Zendesk Admin Center. You can change the conditions or filters in the Trigger, for example, you can set the Trigger to activate either when a ticket is created OR when a ticket is updated or both. Refer to Opening and Editing the Swifteq Trigger Created for Ticket Classification in your Zendesk Admin Center.

Detect intent from the following fields

Select the fields where you want to detect the topic or intent from in the ticket. This can be selected as Last Customer Comment, Last Agent Reply, Last Reply from any user or Last Internal Note. 

Topics or Intents to Detect

Next, define the Topics or Intents you want to detect in tickets. You can add as many Topics or Intents as required to the Workflow. Each Topic can be set to Add a tag or Update a custom field. 

• You can add Topics or Intents manually one by one.
• You can use the Auto Generate feature to analyze solved and closed tickets over a selected time period in order to automatically discover the Intents from existing tickets. Refer to Auto Generate Intents by Analyzing your Solved Tickets.

1. Enter a name for the intent. The name also helps ChatGPT recognize the information to extract. Duplicate Topic or Intent Names are not allowed so use a unique name for each Topic within a Workflow. This is checked when you save the Workflow. 
2. Describe the Topic or Intent. This is the ChatGPT prompt to tell ChatGPT what to look for. Enter this using plain English to describe what you want ChatGPT to analyze in the ticket. Be as specific as you can and also give an example of the value.
   
   

3. Select how to update the Zendesk ticket with this intent. You can select:
   
   Add a tag and enter the name of the Tag to add to the tickets. 

   or

   Update a Custom Field and select the Custom Field and the value to set.

Add a Tag

Select Add a tag. By default, the Tag is set the same as the Value, formatted in lowercase and with spaces replaced by underscores (_).  

You can change the Tag that will be added. This must be entered in lowercase with any spaces replaced by underscores (_).   

Update a Custom Field

1. Select Update a custom field. 
2. Select the Custom Field from the drop-down list. You can select a Custom Field that is either Drop-drop or Multi-Select.
3. Select one of the values that has been set up in Zendesk Admin fields for the Custom Field.

Enabling the Workflow and Save

When you have set up the configuration, enable the Workflow by clicking the Enable/Disable toggle and save it by clicking Save. 

The Configuration displays and includes the saved Workflow. A Workflow that is Enabled shows with a green dot.

You can click on it to open and edit it at any time from here. 

Opening and Editing the Trigger Created in your Zendesk Admin Center

For the Trigger in the Workflow, if you selected When a ticket is created (new trigger) or When a ticket is updated (new trigger) a new trigger named Swifteq New Ticket is created in your Zendesk Admin Center. The name of the Trigger also shows the Workflow that it was created from, for example, Swifteq New Ticket - Classify New Ticket.  

If you have selected an existing Trigger, this will show the name of the Workflow in which it was initially created.

You can make changes to the Triggers created from the Ticket Classification app from your Zendesk Admin Center. You can also open the Trigger when editing the Workflow by clicking View Trigger.

Refer to Opening and Editing the Swifteq Trigger Created for Ticket Classification in your Zendesk Admin Center.

Editing, Disabling or Deleting a Workflow

When you have saved a Workflow, it is included in the Configuration for Ticket Classification. You can open the Workflow from the Configuration to edit or disable it, and you can delete a Workflow from the Configuration.

Editing a Workflow

You can open a Workflow and edit it by clicking the Name in the Configuration, or click the vertical ellipsis and select Edit. 

Disabling a Workflow

If you want to temporarily disable a Workflow, open it from the Configuration and click the Enable/Disable toggle. 

Then click Save. 

The Workflow that is Disabled shows on the Configuration with a grey dot.

Deleting a Workflow

To permanently delete a Workflow, on the Configuration, click the vertical ellipsis and select Delete. 

You are prompted to confirm the delete.