Installing and setting up the AI Ticket Classification app

The AI Ticket Classification app, available in the Zendesk Marketplace, automates the classification of support tickets by analyzing ticket content and selecting the appropriate drop-down values. This improves efficiency and accuracy in your workflow, especially in high-volume environments. Follow this guide to install and configure the app in your Zendesk instance. For more information visit Zendesk Ticket Classification.

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

1. Installing the AI Ticket Classification app

1. Start by logging into your Zendesk account.
2. Navigate to the Admin Center from your dashboard.

3. In the Admin Center, go to Apps and Integrations.

4. Click on Zendesk Support Apps.

5. In the upper-right corner, select Marketplace to access the Zendesk App Marketplace.

6. In the search bar, type KNOTS AI Ticket Classification and press Enter.

7. Select the app from the results and click Install.

8. Choose your Zendesk instance where the app will be installed.

9. You will be prompted to configure the app. You can then change the title and enable groups and roles restrictions if necessary.

10. Click Install.

2. Accessing the app

1. After the installation, refresh your Zendesk instance.
2. The AI Ticket Classification app icon will appear in the left-side navigation bar. 
   Note: If you have multiple apps installed, the AI Ticket Classification App might be hidden under the three-dot menu in the lower-left corner of your screen. Click this to expand and find the app.
   
   

3. Creating a Knots account

•  On the settings page be sure to go to "Login". Create a new account or log in if you are already a Knots customer. 
  
  

4. Creating 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. Saving and activating 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. Testing 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.