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Ticket Classifier - Connectwise

Detailed steps for how to use the Ticket Classifier for Connectwise

 

*Note - CW API User used in CrushBank needs to have Edit access to Service Desk -> Service Tickets. Please check the role and confirm permission exists before proceeding.

Overview

The Ticket Classifier allows you to use CrushBank's AI to automatically classify your ticket Types and Subtypes based on the content of the ticket. As a company admin, you can access the Ticket Classifier by clicking Admin -> Ticket Classifier.

Screen Shot 2022-02-03 at 6.02.26 PM

Steps for setup

  1. Send an email to support@crushbank.com requesting to setup the Ticket Classifier for your organization.
  2. Once you are setup, go to Admin -> Ticket Classfier to get started.
  3. Select the tab of the board you want to auto classify.
    1. Screen Shot 2022-02-03 at 6.17.31 PM
  4. Select the statuses you want to designate for New Tickets.
    1. Screen Shot 2022-02-03 at 6.16.43 PM
  5. Select the statuses you want to designate for Closed Tickets.
    1. Screen Shot 2022-02-03 at 6.15.44 PM
  6. The Default Type and Default Subtype drop down menus are used to select a Type and Subtype in case the system cannot classify the Type and Subtype for the ticket.
    1. Screen Shot 2022-02-03 at 6.18.01 PM
    2. Creating a type and subtype called MUST CHANGE is good practice and can be used for these drop downs.
  7. Go through each type and subtype combination and select the concepts that best match it.
    1. eg. If the type is Server and the subtype is IIS, select the following concepts:
      1. iis
      2. windows
      3. windows-server
    2. Screen Shot 2022-02-03 at 6.14.46 PM
  8. When you are ready to enable the board, check the Enable checkbox.
    1. Screen Shot 2022-02-03 at 6.20.34 PM
  9. Click the Save button on the top right of the page to save your changes.

By default, the checkbox to Update External System is unchecked. This allows you to enable the classifier in read only mode. In the weekly CrushBank Metrics report, there will be a new tab called Ticket Classifier that show you are the classifications that would have happened that week. You can review this report to confirm the classifications are occurring correctly and tweak you configuration accordingly. Once you are comfortable with your setup, check the Update External System checkbox to have CrushBank update the ticket Type and Subtype.