Customer support teams are faced with frustrating and repetitive daily tasks, and one of their biggest concerns is spending too much time on tagging tickets:
while tags are important to your business, agent time is becoming more and more valubale, so you need to find a way to automate processes that involve ticket tagging.
Enter keyword extraction, an AI tool that can be used to tag and route huge amounts of tickets automatically. before we dive into this keyword extraction, let's take a look at why ticket tagging is important.
Tags allow you and your team to manage and customize your support workflows. Some of the things that you can achieve include:
All of this can help your team save up time as well as give managers the tools they need to analyze and improve their processes.
You can use the automatic tag feature that Zendesk provides. Which “scans new incoming ticket descriptions looking for words longer than two characters and then compares those words to the tags that have already been used. The top three matches are added to the ticket”
Very useful but it comes with its own set of disclaimers:
This means that if you are starting this process from scratch, it won't work, and it will require a big effort from your team to set in place. Last but not least, if you are already constrained by the size of your team, this will create overheads that you should consider.
A new idea that some of our customers have implemented is starting to use MonkeyLearn's online keyword extractor to automatically add tags to their tickets machine learning. This is becoming a popular way of using MonkeyLearn with Zendesk since it offers a lot of benefits:
To do this you can either follow the steps or just use this template that we have prepared. To set this up you will require:
The following steps will help you create a zap that will populate your new incoming tickets with its most relevant keywords as tags:
1.1. Select Trigger: New Ticket
1.2. Choose your account
1.3. Select the View from Zendesk
1.4. Test the step
2.1. Select Action: Extract Text
2.2. Choose your account
2.3. Select Extractor: Keywords
2.4. Select Text:
2.4.1. Add Subject from Zendesk Trigger
2.4.2. Add Description from Zendesk Trigger
2.5. Test this step
3.1. Select Action: Search: Find a Ticket
3.2. Choose your account
3.3. Select Query: New Ticket ID
4.1. Select Action: Add Tag(s) to Ticket
4.2. Choose your account
4.3. Select Custom Value for Ticket ID: Step 3 Ticket ID
4.4. Select Tags: Extract Text: Keywords
From now on, each new ticket that comes into the selected view will get tags automatically added.
In the background is running the MonkeyLearn keyword extraction model, that will return the most relevant keywords of a text. This means that when you analyze the most frequent tags, you’ll be seeing the most frequent relevant keywords.
You can also use tags as triggers to automate your workflows and processes as well as filters to analyze in depth.
Last but not least you could easily use other machine learning models to add information in other Zendesk ticket fields like:
We would love to hear more about what you are using tags for, shoot us an email if you have any ideas you would like to implement. Or better yet, just go ahead and create a free MonkeyLearn account and start automating.
April 4th, 2018