Magic AI: Ability to detect trends
under review
P
Preston Maynard
AI that can identify trends in client's ticket history. Many times "band-aid" fixes are applied to individual support sessions when those symptoms could be indicative of greater issues. Something that automates this process and potentially reports that to the account managers could go a long way in providing long-term resolutions.
Canny AI
Merged in a post:
Problem Management/Known Issues
S
Simon Gadsby
Analyse incident ticket content over a defined period to identify a trend in incidents being logged/generated. If a trend is found then a separate "Problem Management" ticket is logged.
The same analysis could also be used to link further incidents to an existing problem ticket and/or highlight Known Issues for new Incident tickets.
A
Amine Elkinani
under review
P
Peter Just
+1000 upvotes for this one. Ideally the search on past tickets (open/closed) could be scoped. I would start with no more than the past 3-6 months. Then an annotation would appear in the ticket/Thread calling attention to a possible trend.