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Set up Automated Ticket Classification and Tagging based on historic fields
Set up Automated Ticket Classification and Tagging based on historic fields

This article walks you through the process of training an AI model based on your historic Zendesk tickets and ticket fields.

Per Näslund avatar
Written by Per Näslund
Updated over a week ago

Here we will go through the steps to train a text classification model based on the ticket fields or tags in your Zendesk tickets. The model is then activated to automatically update incoming tickets in Zendesk.

1. Set up the Zendesk Integration

First, you have to follow the steps 1-3 in Integrating with Zendesk to have your Zendesk integration set up.

2. Sync Zendesk Data

Go to the Datasets page and select the Zendesk option.

Click add a dataset and then choose the Zendesk option in the "Tickets" category

Choose an appropriate timeframe for the dataset. Consider if you have had any major changes to the typs of tickets you receive. Ticket volumes above 50,000 tend to be unnecessarily large.

3. Wait for the Dataset to Synchronize

Depending on the volume of tickets you are synchronizing this step can take a couple of minutes. An email will be sent out to you when the dataset is ready.

4. Create a New Model

Now its time to create a new model, first head over to the models section. Then click "New Model"

Now we click create continue to create our own model from scratch

You will now be asked to choose a dataset to train the AI model with. We pick the Zendesk dataset we just synchronized.

Now you will be asked to choose the column that contains the text that you wish to classify. This is the column with the

Next we will pick the column with the categories that we want to train the model to predict. This is the Ticket Fields that we wish to use automate with the model.

5. Wait for the Model to Train.

Now the AI model will be trained automatically

6. Activate your new model in Zendesk

Go back to Zendesk and the Labelf app in the support view. Refresh the page to update the model list.

Pick the model you have just trained and the field that you trained your model on (or create a new field).

Hit activate and your model will now automatically update your incoming support tickets with the correct field! It will also set a tag with the automatic label.

7. (Optional) Configure model trigger

If you need to change how the model interacts with your Zendesk enviroment once activated you can click "Edit Model Settings" This will take you to the trigger that is activating the model. There you can for example limit the model to only activate on a certain type of tickets.

In the trigger you can change the default conditions freely

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