Ticket Tagging

Check out this video for a quick overview of setting up automations on IrisAgent.

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Set up automated tagging

Manual ticket classification is time-consuming and inconsistent. IrisAgent can classify incoming tickets from plain-language procedures, show the results as Topics, and optionally update the matching tickets in your ticketing system. There are three complementary ways to automate classification: fully automated trend detection, existing rule-based tags, and procedure-based AI classifications.

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Fully automated

This is enabled by default. IrisAgent automatically predicts tags for incoming tickets based on historical data and trends from your ticketing system. No additional setup is required. You will start seeing Topics on the IrisAgent dashboard.

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Existing rule-based tags

Existing regex or rule-based ticket classifications continue to use their configured ticket-tag behavior. Procedure-based classifications can run alongside them.

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Procedure-based AI classifications

Create a procedure for every value that IrisAgent should classify. For example, EMR can be a procedure in the Module classification group, while ePrescribe can be a procedure in the Component group.

1. Go to Automate → Procedures on the IrisAgent dashboard.
2. Create a procedure or edit an existing one.
3. Enter a clear procedure name, scenario, and representative training examples.
4. Click Enable tagging to open the tagging panel.
5. Turn on Create a Topic in IrisAgent. This controls whether matching tickets appear under this procedure in the Topics dashboard.
6. Optionally enter a Topic group, such as Module, Component, or Issue Type.
7. To update matching tickets, turn on Update the ticketing system and configure the ticket tag or ticket fields.
8. Click Apply, set the procedure status to Enabled, then save the procedure.

An eligible procedure is one that is enabled and has Create a Topic in IrisAgent turned on. Creating a Topic and updating the ticketing system are separate controls. You can classify tickets in IrisAgent without changing the tickets in your ticketing system. Turning off Create a Topic in IrisAgent also turns off ticket updates for that procedure. Procedure-level filters still determine which tickets are eligible. For example, product, channel, chatbot, or other procedure filters apply before classification.

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Classification groups

A classification group tells IrisAgent which procedures are alternatives within the same field. IrisAgent evaluates different groups in parallel and returns at most one matching procedure from each group. For example: A ticket can therefore receive one Module, one Component, and one Issue Type classification at the same time. Procedures without a classification group remain available as ungrouped classifications.

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Write classifications to custom fields or alternate tags

Use Update the ticketing system when IrisAgent should send the selected Topic to your connected ticketing system. This is configured on each procedure, not from the Settings page.

1. Open the procedure and click Enable tagging.
2. Turn on Create a Topic in IrisAgent.
3. Turn on Update the ticketing system.
4. Review the Ticket tag. It defaults to the procedure name.
5. To use a different tag, replace the value in Ticket tag. IrisAgent writes the replacement instead of the procedure name, so only one tag is written for that procedure.
6. Optional: click Add field to write a value to a supported ticket custom field. Enter the field name, optional stable field ID, and value.
7. Select when to update each ticket field, click Apply, then save the procedure.

Available write policies are:

• Only if empty: writes only when IrisAgent can confirm the ticket field is empty. If the field was not ingested and its current value cannot be verified, IrisAgent leaves it unchanged.
• Always replace: writes the configured value even when the destination already contains a value.
• Preview only: records what IrisAgent would write without changing the ticketing system.

The ticket tag and custom-field outputs can be used together. The ticket tag is still a single choice: either the procedure name or the replacement value, never both.