Ticket Clustering and Classification

Automatic Grouping

Helpdesk Insights automatically groups similar closed tickets based on factors like keywords, issue descriptions/ content and resolution steps. This may eliminate any manual effort and ensures efficient analysis of recurring issues.

Improved Routing

Open tickets are classified and assigned to the most relevant cluster. This helps agents leverage existing knowledge and resolve issues faster, when a knowledge article is notified to them.

Benefit

Faster issue resolution by grouping similar tickets and notifying open tickets with the appropriate knowledge article.