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 following values:

• Minimum Confidence Level
  Defines the lowest confidence score required before SmartTag applies a category to a ticket. Tickets below this level will not be updated.

• Confidence Miss Handling
  Decide whether a ticket that falls below the minimum confidence should be treated as an error or simply left unchanged.

• Maximum Ticket Title Length
  Sets the upper limit for ticket title size. If a SmartTag-generated title exceeds this length, it will be automatically trimmed.

Notes

• These settings help balance automation with accuracy.

• A higher confidence level reduces errors but may result in fewer automatic updates.

• Title length limits ensure compatibility with Autotask ticket fields.