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Tribu Triage Classifier – Example – Accounts

First Release

This capability has been under beta testing and is now available to all Tribu partners. This first release has limited customisations and is an introduction to machine-driven predictions for your helpdesk service. Because of this, we are seeking your feedback on ways to improve and implement it for day-to-day use. Feel free to provide feedback here.

Accounts Predictions

For any ticket predicted to be an accounts inquiry, this automation will assign the account manager to the ticket immediately to remove the ticket clutter and overhead from the helpdesk process. In this scenario, the Triage Classifier returns a result of

Issue: Accounts and Billing
SubIssue: Discrepency
or
SubIssue: Change and Update
or
SubIssue: Notifications

Workflow instructions

These instructions are specific to Autotask, but can be adapted for other Ticket System vendors. If you have existing rules to manage account inquiries you can update the existing rule instead of creating a new rule.

  1. Open Admin -> Automations -> Workflow Rules -> Workflow Rules
  2. Ensure the Service Desk tab is open and click the New button
  3. Enter a Workflow Rule Name for easy identification and a description allowing others to understand the purpose of this rule
  4. Set Events to Edited by: Autotask Resource
  5. Set Conditions to:
    • UDF: tribu.issuetype : Equal to : Accounts and Billing
      Note: We do not add a condition for subissue, because all subissues will follow this rule
  6. Set Updates to
    • Primary Resource/Role = [Account Manager with Default Service Desk Role]
  7. Save & Close

Notes

  • You can add other conditions to the workflow rule to only apply this to specific queues
  • You can also add a Note to the ticket at the same time to inform the assigned resource why it has been assigned automatically. EG:
    • Tick the Actions: Create Ticket Note at the bottom and and add your preferred content for a note on the ticket
      • Publish To: Internal Only
      • Title: Automatic Assignment
      • Description: Tribu has identified this as an accounts related ticket to be automatically assigned to the company assigned account manager.
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