How can you use AI to classify and tag incoming support tickets?

To use AI to classify and tag support tickets, define a short taxonomy of intents, product areas and priorities, give the AI clear descriptions and examples of each, let it tag every ticket on arrival, use those tags for routing, reporting and automation, and review a sample of tags weekly to correct mistakes and refine categories.

Step by step

  1. Design the taxonomy: 10 to 30 intents, product areas, priority levels.
  2. Write descriptions and examples for each tag.
  3. Test on a few hundred labeled historical tickets.
  4. Deploy auto-tagging on arrival.
  5. Use tags to route, trigger AI resolution, and report trends.
  6. Review weekly and adjust confusing categories.

Useful tag types

TagExample values
IntentRefund, login issue, bug report, how-to
Product areaBilling, API, mobile app
SentimentPositive, neutral, frustrated
UrgencyOutage, blocking, normal
LanguageEnglish, Spanish, Japanese

Tips

Avoid overlapping categories, allow “other,” and let AI suggest new categories when it sees clusters it can’t place.

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