What it does
Analyzes ticket content to extract technical categories and tags. Identifies the primary technical area (network, email, security, hardware, software, cloud, etc.) and adds specific searchable tags.
When it runs
Triggered when a new signal is created.
Output
Primary category — main technical area (e.g., "network", "email")
Secondary categories — related areas (up to 3)
Technical tags — specific technologies or symptoms (e.g., "vpn", "outlook", "slow-performance")
Affected systems — applications or services mentioned (e.g., "Exchange", "Azure AD")
Issue type — outage, performance, error, access, request, or question
Configuration
Setting | Default | Description |
Max tags | 8 | Maximum number of tags to suggest |
Confidence threshold | 60% | Minimum confidence to apply tags |
Append tags | Yes | Merge with existing tags instead of replacing |
Use cases
Improve ticket searchability and filtering
Enable skill-based routing to the right technician
Track trends by category in analytics
Enabled by default: Yes