Month: September 2023

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12 Artificial Intelligence Steps for IT Support Ticket AI Automation

September 9, 2023 Wayne 0

Implementing IT support ticket AI automation using Artificial Intelligence (AI) can significantly enhance the efficiency of your IT support team. Read our guide on How AI works. Implementing IT Support Ticket AI Automation drives efficiencies using AI can reduce response times and improve user satisfaction. Here are the 12 high-level steps for implementing IT support ticket automation. 1. Understand Your Needs Conduct a thorough assessment of your current support ticketing process. You need to document […]

IT support ticket automation

IT Support Ticket Automation: Using AI for Ticket Categories

September 7, 2023 Wayne 0

Can IT support ticket automation be used to categorize IT support tickets based on keywords or patterns? Many modern IT support ticketing tools come with features that can automatically categorize tickets based on keywords, patterns, or even more advanced methods such as machine learning. Read the 12 Artificial Intelligence Steps for IT Support Ticket AI Automation. Here’s how IT Support Ticket Automation works: Keyword-based Rules – Administrators can set up rules in the ticketing system […]

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What is a Help Desk Resolution Category Scheme?

September 5, 2023 Wayne 0

A Help Desk Resolution Category Scheme is a framework for systematically classifying the solutions or resolutions provided for various issues or service requests that come through a Help Desk system. Just like ticket classification schemes categorize incoming issues, a resolution category scheme organizes the types of solutions applied to those issues. The 7 reasons Help Desk resolution categories are useful. 1. Standardized Reporting With a structured scheme, producing standardized reports about the resolutions provided most […]

IT Ticket Categorization versus IT Ticket Classification

IT Ticket Categorization versus IT Ticket Classification

September 4, 2023 Wayne 0

Is there a difference between IT Ticket Categorization and IT Ticket Classification? You may see and hear these similar terms in Wayne Schlicht’s Help Desk Ticket Categories book, on the Help Desk Management website, and in the Help Desk Management videos. The terms “categorization” and “classification” in the context of IT ticketing systems are often used interchangeably. Still, they can also be interpreted to mean slightly different things, depending on the organizational context and the […]