Ticket Tagging

Classify tickets automatically with AI and optionally write tags or fields back to your ticketing system

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Ways to classify tickets

• Fully automated (on by default): IrisAgent predicts tags from your ticket history and trends. Results appear as Topics on the dashboard. No setup needed.
• Existing rule-based tags: your regex or rule-based tags keep working as configured.
• Procedure-based AI classification: you create a procedure for each value to classify. This runs alongside rule-based tags.

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Set up procedure-based classification

Create one procedure per value. For example, EMR in the Module group and ePrescribe in the Component group.

1. Go to Automate → Procedures.
2. Create or edit a procedure. Give it a clear name, scenario, and representative training examples.
3. Click Enable tagging.
4. Turn on Create a Topic in IrisAgent so matching tickets appear under this procedure in Topics.
5. Optional: enter a Topic group, such as Module, Component, or Issue Type.
6. Optional: turn on Update the ticketing system to write to tickets (see below).
7. Click Apply, set the procedure status to Enabled, and save.

Notes:

• Only enabled procedures with Create a Topic in IrisAgent on are used.
• You can classify in IrisAgent without changing tickets. Turning off Create a Topic in IrisAgent also turns off ticket updates.
• Procedure filters (product, channel, chatbot, and so on) still decide which tickets are eligible.
• Tagging does not change the procedure’s Action.

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Classification groups

Procedures in the same group are alternatives for one field. IrisAgent checks groups in parallel and picks at most one procedure per group.

Group	Procedures
Module	EMR, Billing, Scheduling
Component	ePrescribe, Patient Chart, Claims
Issue Type	Bug, Configuration, How-to

So a ticket can get one Module, one Component, and one Issue Type at once. Procedures with no group are classified on their own.

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Write to tags or custom fields

This is set on each procedure, not on the Settings page.

1. Open the procedure and click Enable tagging.
2. Turn on Create a Topic in IrisAgent and Update the ticketing system.
3. Check the Ticket tag. It defaults to the procedure name. Replace it to write a different tag. Only one tag is written: the procedure name or your replacement, never both.
4. Optional: click Add field to write to a ticket custom field. Enter the field name, an optional stable field ID, and the value.
5. Choose when to update each field, click Apply, and save the procedure.

Write policy	Behavior
Only if empty	Writes only if IrisAgent can confirm the field is empty. If it cannot verify the current value, it leaves the field alone
Always replace	Writes even if the field has a value
Preview only	Records what would be written without changing the ticket

You can use the ticket tag and custom fields together.

Options depend on your ticketing system and the permissions IrisAgent has. If a tag or field is not updated, contact IrisAgent Support to confirm activation and field access.