Category Suggest

AI Intelligent Categorization suggests the most relevant Category (or multi-level Categories) for a service record, based on its Title and Description.

Receiving suggestions for a Service Record’s most relevant Category set eliminates the Admin’s need to manually classify each Service Record, whether from inside the queue or the Service Record page.

You can access AI Intelligent Categorization from the: 

• Queue: available Category sets are indicated by an 'AI star' on the Service Record Main Category chips

• Service Record page: AI Intelligent Category chips in the Service Record page Header

To apply the suggested Categories, click on any of the Category chips. This will trigger the Category popup that contains the suggested Category.

To automatically populate the Category Set with the suggested Category, click any of the AI Intelligent Category chips.

Optimize Category Metadata

Adding to an account Category's metadata allows AI Intelligent Categorization to unlock deeper insights to contribute to its knowledge source.

You can do this by populating the Description field (in the Service Desk's General Settings) with content that describes or elaborates on the Category. This field content will then be used by AI Intelligent Categorization as metadata, in addition to the Category Set.

To add content to the Category's Description field, go to Settings > Customization > Categories > Manage Categories.