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 valuable, so you need to find a way to automate repetitive processes like ticket tagging.
Enter keyword extraction, an AI tool that can be used to tag and route tickets automatically. Before we dive into keyword extraction, let's take a look at why ticket tagging is important.
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 up.
MonkeyLearn's online keyword extractor automatically tags tickets using machine learning, and can be combined with Zendesk to streamline your ticket tagging process.
The benefits of using Zendesk with MonkeyLearn include:
To start automating ticket tagging using MonkeyLearn and Zendesk, you’ll need:
The following steps will help you create a zap that will assign new tags to your incoming tickets:
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 tagged automatically.
MonkeyLearn’s keyword extractor helps you detect the most frequent and relevant keywords and transform them into tags, which you can use to automate your workflows and processes, or use as filters to analyze data in depth.
You could also use other machine learning models to gather even more insights from your Zendesk tickets:
Sign up to MonkeyLearn for free or request a demo to see how you can automate your customer support processes and transform tagged data into fine-grained insights.
April 4th, 2018