Installation guide for the AI Ticket Classification app

Watch the setup video here: AI Ticket Classification App Setup Video

1. Install the app

1. Click this link to open the app in the Zendesk Marketplace.
2. Click the Install button on the right.
3. Select the Zendesk instance where you want to install the app.
4. Follow the redirection to your Zendesk Admin space. (Make sure you have admin rights.)
5. (Optional) Rename the app (default: "AI Ticket Classification") or set role/group restrictions as needed.
6. Click Install to finish the setup.

2. Access the app

1. Open your Agent Workspace:
   • Click the four-square icon at the top-right, then select Support.
2. In the Support Workspace, find the AI Ticket Classification app icon on the left panel.
   • If it's not visible, click the three dots at the bottom left to locate hidden apps.
     

3. Log in or create a Knots account

On the Settings page, click Login to either:

• Create a new Knots account.
• Log in if you already have a Knots account.

  

4. Create a new trigger

1. Click on the AI Ticket Classification app from the navigation bar, and then select Create New Trigger.
2. Name your trigger based on the classification need. For example, if you want to classify tickets related to product returns, you might name the trigger Product Issue Classification.
3. Ensure you have a pre-configured drop-down field in Zendesk, such as "Complaint Reason".
4. Select this drop-down field. The app will automatically pull values from this field.
5. In the Explanation field, add more detailed context to improve classification accuracy. 

   

   Pro Tip: You can use AI tools like ChatGPT to enhance your explanations. Adding more specific details helps the AI Ticket Classification app better understand the ticket context.

5. Save and activate the trigger

1. Once you've finished configuring the trigger, click Save and Activate.
2. The trigger will now be live and start working immediately.
3. You can further refine its behavior by clicking on Advanced Configuration in the upper right corner and customizing trigger conditions to match your exact requirements.

   

6. Test the trigger with a sample ticket

Create or use an existing ticket to see the app in action. For example, a ticket describing a broken TV with a cracked screen will be classified as a Defective Product based on the content.

For more information about the app, visit AI Ticket Classification. 

If you have any questions or suggestions regarding this app, please reach out to us at support@knots.io or through our contact form.