What it does
Automatically determines whether a new ticket represents an issue (something is broken or degraded) or a request (a new service, change, access, or information request).
When it runs
Triggered when a new signal is created.
Output
Ticket type — "issue" or "request"
Confidence score — how confident the AI is in its classification (0–100%)
Reasoning — brief explanation of why it classified this way
Configuration
Setting | Default | Description |
Confidence threshold | 70% | Minimum confidence needed to apply the classification |
Use cases
Route issues and requests to different teams or queues
Filter SLA reporting by ticket type
Improve ticket categorization accuracy
Enabled by default: Yes