Triage AI Hints Feature
AI Hints allow you to provide context and guidance to the AI used in SmartTag. While our AI is highly capable of understanding natural language, many organizations use internal naming conventions that do not follow standard patterns.
This feature is particularly useful for customers with priority levels or issue names that might be ambiguous to an AI, such as:
Custom Priority Labels: Using names like "2-Hour Priority" instead of standard terms like "Medium" or "High."
Unique Issue Names: Guiding the AI on how to categorize specialized internal service types that don't follow natural naming conventions.
Why Use AI Hints?
Improved Accuracy: Direct the AI to correctly identify your specific business terminology.
Customization: Tailor the SmartTagging logic to fit your existing workflow without changing your naming conventions.
Better Routing: Ensure tickets are triaged the first time by removing ambiguity for the AI.
How to Set Up Hints
Setting up hints is a straightforward process within your administrator settings:
Log in to the Admin Portal.
Navigate to Triage.
Select Triage Hints.
Define your custom hints to map your unique terminology to the AI's understanding.
Related Articles
Handling Escalations from Non-Escalation Rule Team Resources using the Bypass Feature
Occasionally, a resource working on a ticket may need to escalate it, but they are not part of the escalation rule teams associated with that ticket. This situation often arises when a ticket is handled by a third party (e.g., an outsourced ...Setting up SmartTag
SmartTag is Rocketship's AI-driven triage system. To use SmartTag, you need to configure API access between SmartTag and a public AI model, e.g., OpenAI, Azure OpenAI, Gemini. We do not use ChatGPT or any similar interface, rather we speak directly ...Dynamically Update Which Tiers Each Team Member is Working
With Ticket Routing Rules, you define the flow of tickets to teams/resources. Ticket Routing Rules are “static” in that the filter criteria and the escalation path used in determining which team/resource is next in line to accept the ticket are ...Overview of Scheduling Constraints for Escalation Rule Teams
The new Scheduling Constraint feature allows you to set specific active periods for your Escalation Rule Teams. This can be useful for managing coverage outside of regular business hours, setting up special teams that are active before or after ...Automating Dispatch & Escalations with Webhooks
Rocketship supports fully automated dispatch & escalations using our escalation rule “Automatic Evaluation” policies. An automatic evaluation is where an escalation rule will trigger without user intervention. This is accomplished using webhooks. ...