Hello!
We're looking for ideas to automate differentiation of tickets created via email into incident and service request on ticket creation.
Has anyone implemented something similar or any ideas regarding this?
Segregation based on keywords in the subject is one idea but wouldn't be so effective.
Regards,
Tom.
Determine ticket type from emails
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flippertom
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reneeb
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Re: Determine ticket type from emails
If you want to automate something, you need to have an idea how the automation should work. In your case: How does an agent determine whether the incoming mail is a service request or an incident?
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flippertom
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Re: Determine ticket type from emails
The agents read the content of the email and then decide how to differentiate.
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reneeb
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Re: Determine ticket type from emails
It's hard to automate things without any rules (one could start with machine learning, but I guess that would mean too much efforts for that task).
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