Utilize AI to route a ticket to a ticket review channel
complete
Jason Beckett
Upon marking a ticket as completed, analyze the ticket content for things like chat, emails and screenconnect sessions and populate a channel (like Ticket Review) if the ticket does not meet criteria. The AI can be trained to determine if the time entries reflect the amount of activity in the ticket. For example, there might only be 1 time entry, but the ticket chat spans days and there are multiple remote connections made, this ticket would get routed to the review channel.
R
Ricky Balmaceda
complete
We’ve made updates that cover this request (sometimes in a slightly different way than originally suggested). Marking this as completed, but if there’s still more we can do here, please submit a follow-up request.
T
Tyler Mack
Could use this to route to review channel when ticket has 4 hours coded to it, so leads can investigate if it needs escalation or help.