---
Title: "How to Use AI to Classify and Tag Support Tickets"
Url: "https://computer.io/answers/how-to-use-ai-to-tag-support-tickets"
Topic: "Ticketing"
Description: "Use AI to tag tickets by defining a clear taxonomy, giving the model examples, auto-tagging on arrival, routing by tag, and reviewing misclassifications weekly."
---

# 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

| Tag | Example values |
|---|---|
| Intent | Refund, login issue, bug report, how-to |
| Product area | Billing, API, mobile app |
| Sentiment | Positive, neutral, frustrated |
| Urgency | Outage, blocking, normal |
| Language | English, Spanish, Japanese |

## Tips

Avoid overlapping categories, allow "other," and let AI suggest new categories when it sees clusters it can't place.

## FAQ

### Can AI tag tickets accurately?

Yes, especially with clear categories and examples. Measure accuracy on labeled samples before relying on it.

### Do I need to train a custom model to tag tickets?

Usually not. Modern language models can classify from descriptions and a few examples.

### What is the difference between tagging and routing?

Tagging labels the ticket; routing uses those labels to send it to the right team or agent.

## Related terms

- [Ticket triage](https://computer.io/glossary/ticket-triage)
- [Intent detection](https://computer.io/glossary/intent-detection)
- [Sentiment analysis](https://computer.io/glossary/sentiment-analysis)
- [How should you categorize support tickets?](https://computer.io/answers/how-to-categorize-support-tickets)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Ai support ticket triaging](https://devrev.ai/blog/ai-support-ticket-triaging)
- [Ticket triage](https://devrev.ai/blog/ticket-triage)