Now Available: Categories/Subcategories Smart Suggestions for Tickets

Document created by Brendan Cooper Administrator on Jul 12, 2017Last modified by Yum Darling on Feb 6, 2018
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Samanage is excited to announce an enhancement that will recommend Categories and Subcategories to all of your tickets. By analyzing the contents of your tickets, all users are given recommendations for the best matching Categories and Subcategories. This feature helps boost efficiency by giving you:


  • Content Driven Ticket Categorization Recommendations
  • Quicker Category Selection when Entering Tickets
  • Reduced Ticket Resolution Time by Improving Ticket Routing
  • More Accurate and Consistent Reporting


This feature will be released to all users in a phased approach. All users (Agents and Requesters) have access to the feature and can learn more about the functionality by visiting the Feature Tutorial. 


As we continue to improve Samanage, we appreciate your feedback.  Let us know what you think about this enhancement!


Your Samanage Team

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