Classifying and tagging tickets is extremely important in any form of customer support because it provides a detailed picture of why customers are contacting you. This is where you'll see what can be done to permanently solve problems that recur regularly, find areas that your support team struggles with and need more training in, or where it would rather be wise to prioritize the creation of self-service services that allow your customers to help themselves.
However, a common problem with classification is that it is time-consuming for both the support staff and the customer to have to categorize each ticket. Therefore, the categorization that takes place manually is often unreliable and lacking in scope.

Recent developments in machine learning and AI easily solve this challenge. With automatic ticket tagging, AI does the work for you. This means that all tickets are categorized in a consistent manner immediately when they arrive.