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Use AI Categorisation Instead of Setup-Only Service Types
Some service types exist only to set a tag, queue, status, category or priority on a ticket. The contact picks one so that the system can sort the ticket. This article shows how to let AI do the sorting after the ticket is created, so you can remove those service types and keep your catalogue short.
The short version
- A service type that only sorts tickets adds a choice for the contact, but no value for them.
- When a ticket is created, a webhook or an event triggers AI.
- AI reads the ticket, and knows who created it.
- AI sets tags, queue, status, category and priority. It can also assign a tier 1 agent.
- Use the results in your monthly review, then remove the setup-only service types.
What is a setup-only service type?
It is a service type that sets values such as queue, category or priority, and usually has no form. Examples: "Printer problem", which only sets a category, or "Urgent", which only sets a priority.
The contact has to guess which one fits. If they guess wrong, or send an email instead, the ticket is not sorted. AI reads what the contact wrote, so it does not depend on their choice.
What AI can set on a ticket
Property | Example |
Tag |
|
Queue | Send the ticket to the right team |
Status | Set the starting status |
Category | Group the ticket by topic |
Priority | Raise or lower urgency |
Agent | Assign a tier 1 agent to start the work |
AI can use who the contact is
A service type only knows what the contact chose. AI knows more. It can combine the content with:
- Who created the ticket.
- Which account the contact belongs to.
- The contact's role.
- Whether the contact is a VIP. This is a flag on the contact.
For example, you can tell AI:
- A list of important accounts, whose tickets should get higher priority.
- That VIP contacts should get higher priority.
- That a "server down" message from a manager at a key account is urgent, while the same words from a trainee in a small account may be normal.
This is not possible with a plain service type. It is one of the main reasons to use AI.
How the flow works
- A ticket is created, by any route.
- Tokity sends a ticket created notification.
- The automation loads the ticket, including its description and the contact's details.
- AI selects the tags, queue, status, category, priority and agent.
- The changes are saved on the ticket.
Choose how to trigger it
Option | What it is | Good for | Watch out for |
Webhook | A simple notification sent when something happens | Simple flows, and when you need many triggers | You must filter in your own automation. |
Event | An advanced webhook with built-in conditions, such as queue or status, and history | Flows that should run only in certain cases | You can register only 100 events. |
If you only need "when a ticket is created, run AI", a webhook is enough. Use an event when you want Tokity to decide when to trigger, for example only for tickets in one queue.
If you call the API from your own tools, use an API key or OAuth with scoped permissions. See API access article.
Write a good prompt
The prompt decides how well AI sorts your tickets. Give it clear choices and clear rules.
Here is a sample. Change it to match your own tags, queues and accounts.
You are helping a service desk team sort new tickets.
You will receive a ticket, including its description, the contact's name and role,
the contact's account, and whether the contact is a VIP.
Choose only from these lists:
- Tags: printer, password-reset, onboarding, network, software, other
- Queues: Service Desk, Projects, Security
- Priorities: Low, Normal, High, Urgent
Rules:
- Use the content of the ticket first. Then consider who the contact is.
- VIP contacts get at least High priority.
- Tickets from these accounts get at least High priority: [list of accounts]
- Choose Urgent only for outages or security concerns.
- Choose only values from the lists. Do not invent new ones.
- If you are not sure, choose the "other" tag and Normal priority.
- Give a one-line reason for your choices.
Keep the lists short. A short list is easier for AI to follow, just as it is for contacts.
Steps to retire a setup-only service type
- Set up the trigger and the AI flow.
- Decide which tags, queues and priorities AI may use.
- Run it alongside your current service types for a month.
- In your monthly review, check a sample of tickets. Is AI choosing well?
- Remove the service types that only set tags, queue, status, category or priority.
- Keep reviewing a sample each month.
Use the results in your monthly review
Because every ticket is tagged, you can see what was requested without reading each ticket:
- Tags that appear often with no matching service type are candidates for a new one.
- Tags that appear often and need information are candidates for a form.
- Tags that rarely appear may not be worth a service type.
For rare requests that need details, see Capture Requests the Catalogue Misses With Inline Forms.
What you gain
- Every ticket is sorted, whatever route it came from: portal, email or phone.
- Sorting does not depend on the contact's choice.
- Fewer service types, so a shorter catalogue.
- Less manual dispatch. For many service providers, dispatching is at least one dedicated person's job. AI can do the first sort and assign a tier 1 agent for every ticket.
What to expect
- Setup effort. You need to set up the trigger, choose your tags and queues, and write the prompt.
- AI usage cost. Each ticket is read by AI. Compare it with the cost of manual sorting.
- Mistakes. AI will sometimes choose the wrong tag or priority. People make mistakes too, especially when they are busy. Review a sample each month, and adjust the prompt when you see a pattern.
- Start small. Begin with tags and priority. Add queue, status and agent assignment once you trust the results.
