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, write procedure tags back to your ticketing system, and populate custom fields such as Module, Component, Issue Type, or any other field your team uses. 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 tags under the Categories page 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. Open the scenario settings and turn on Use as an AI classification.
5. Optionally enter a Classification group (tagField), such as Module, Component, or Issue Type.
6. Set the procedure status to Enabled, then save it.

An eligible procedure is one that is enabled and has Use as an AI classification turned on. IrisAgent writes the matched procedure name as the ticket tag by default. You do not need to create a separate tag mapping when the ticket tag should have the same value as the procedure name. Procedure-level filters still determine which tickets are eligible. For example, product, channel, chatbot, or other procedure filters apply before classification writeback.

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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 classification output mappings when the destination value differs from the procedure name or when the result should populate a ticket custom field.

1. Go to Settings → Ingestion → AI Classification Writeback.
2. Click Add mapping.
3. Select an enabled classification procedure. Its classification group is filled automatically.
4. Configure one or both destination types:
   • Under Ticket tags, click Add tag to write an additional or provider-specific tag. The original procedure tag is still written automatically.
   • Under Custom fields, click Add field, then enter the ticketing-system field name or stable field ID and the value to write.
5. Select a write policy for each destination, then save.

Available write policies are:

• Only if empty: writes only when IrisAgent can confirm the destination 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.

Each mapping can contain multiple ticket-tag and custom-field destinations. A procedure does not need a mapping when its only output is the default same-name ticket tag.