Categorization - Update Category 2 in HaloPSA also
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Al Robison
We have ticket templates/workflows built into our HaloPSA so that specific things happen on tickets that have specific Category 1 values - So we don't really want Thread to auto-categorize on ticket creation. However, we would love for Thread to auto-categorize on ticket completion/closure to make sure the resolution category is set correctly. For us, Category 2 is our resolution category but Thread only acts on Category 1. Would love to see that expanded.
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Ricky Balmaceda
Hi Al, thanks for your feedback! Adding some color here to try and help your use case while we add Category 2 as an option in Auto-cat.
In Admin > AI Essentials > Cat. > Manage access: you could turn OFF run on thread creation to start off. And manually trigger auto cat through a slash command (/magic) in Inbox. I know that's not technically automated and not exactly what you're looking for, but might help save some time.
I hope this helps in the meantime!
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Al Robison
Ricky Balmaceda Thanks for the comment. I also thought about creating a flow that would auto-cat when the tickets are switched to Complete status, but currently it still wouldn't do anything with Category 2, right?