Intelligent ticket categorization
Neo's ticket triage action automatically assigns the appropriate type, subtype, item, priority, and urgency. Neo makes this decision based on how similar tickets have been categorized in the past as well as looking at the current context of the issue.
Using the "Ticket Triage" action, you can define various fields that you would like Neo to triage (i.e type, subtype, priority etc.). Neo can even triage the correct due date on a ticket or triage the correct agreement that should be attached to the ticket.
If you are unsure as to how Neo would behave, you can have Neo just add a ticket note to incoming tickets with an explanantion of how it wants to triage this ticket. Once your happy with how Neo is triaging tickets, you can have it update the actual ticket fields by adding this action in the "Write to PSA" section.
Once you go-live with this workflow, it is recommended to actively monitor how Neo is making its triage decisions. There may be cases where it gets the categorization wrong.
You may identify some corner/edge cases where Neo has made an incorrect decision. For these cases, you can easily get Neo to correct itself by using the "Train Neo" feature and telling it what it did wrong. Neo will use this feedback to adjust its own instructions to avoid making the same mistake again.
During the first few weeks, you may need to correct some categorizations using custom instructions.
Ensure your PSA system has well-defined ticket types, subtypes, and items. The more structured your ticket system, the better Neo can categorize tickets.
Allow 1 week to watch and monitor how Neo is prioritising tickets.
The quality of historical ticket data may affect how Neo makes decisions. To get Neo to ignore previous tickets, write this specifically in the custom instructions.
