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Customer Support & Helpdesk

Triage Service Tickets into Taiga with OpenAI

When a service ticket is created, OpenAI classifies it as a question, bug or enhancement and creates the matching item in Taiga.

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What it does

## Service Ticket Triage Helper Usecase: When a service ticket comes in, it's possible that it may not have enough information to act on. So we use AI to help classify the information to determine if there's enough information. Need to determine the following fields from the initial ticket: 1. Can the 'Type' be determined? 2. Can the 'Priority' be determined? 3. Can the 'Recipient' be determined? 4. Can the 'Status' be determined? 5. 'Missing' will have what is missing in the ticket. If all of these can be determined, then we can set the status accordingly. If not, then we set the status to "Needs More Info" and populate the "Missing" parameter with the issue. The ticket also is set to 'Blocker' so it cannot move forward until the issue is resolved.

The steps

  1. Service Ticket Created
  2. More Info Needed?
  3. Set Type to Question
  4. Define Type
  5. Set Type to Enhancement
  6. Set Type to Bug
  7. Set to Needs Info & Block
  8. Set Type to Onboarding
  9. Define Severity
  10. Set Severity to Wishlist
  11. Set Severity to Minor
  12. Set Severity to Normal
  13. Set Severity to Critical
  14. Set Severity to Important

21 steps in total.

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