How to add automatic categorization to my tickets?

Martin_rpjpin

 

In my team, we use Jira Service Management, and I would like to automatically add categories when we receive new tickets from our clients. I've been reviewing several tools that integrate with JSM, but none of them have worked so far.

The ideal flow would be as follows:

1. We receive a new ticket.
2. The text is analyzed with an AI tool, for example.
3. It is automatically categorized.
4. The service agent is assigned the ticket and begins handling it.

Terry Dance

I would just use an automation to look at certain field values, such as Request Type to auto assign the Team, or directly hard set the Team value on the Request Type form.