Setting up SmartTag

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 to the AI model, feed it various parameters, and use those results to triage your tickets.

Let's assume you are using OpenAI Platform.

  1. Log into Rocketship Admin Portal
  2. Click Menu->Triage (settings)
  3. Edit the Settings page
  4. Add the API key you created in OpenAI
  5. Set the AI Model to: gpt-4.1-mini
  6. Click Save
You are now ready to use SmartTag via the Rocketship Ticket Lifecycle. 

Refer to our Triggering SmartTag for more information on how to actually invoke SmartTag.


    • Related Articles

    • Using SmartTag to Set Ticket Title

      SmartTag can do more than classify tickets. It can also update ticket fields to make them more appropriate for helpdesk use. This behavior is managed in the Ticket LifeCycle screen. Configuration Options When configuring SmartTag, you can set the ...

    • Triggering SmartTag

      Once you have configured SmartTag, you need to enable it to be triggered by status changes on a ticket. This is done using the Rocketship Ticket Lifecycle. Log into the Rocketship Admin Portal Click on Ticket LifeCycle in the menu Choose a Status to ...

    • Understanding the Days to Scan Setting

      Days to Scan is best understand as “how far into the future will we look?” when looking for free timeslots for a user. This is important because whether a user is free or busy requires that you know the timeline. Example Scenario for Tier 1 For ...

    • Understanding the Days to Scan Setting

      Days to Scan is best understand as “how far into the future will we look?” when looking for free timeslots for a user. This is important because whether a user is free or busy requires that you know the timeline. Example Scenario for Tier 1 For ...

    • Setting Ticket UDFs via Published Workflows

      In Rocketship, you can set a Text UDF in a Ticket via a Published Workflow note. To configure this: Edit your Workflow Set Publish -> Yes Choose the Note -> Ticket UDF Save As a reminder, per Datto Autotask best practices, Rocketship only ...