Category & Tag Extractor

The Category and Tag Extractor analyzes ticket content and assigns relevant technical categories and tags.

What It Does

The processor reads the ticket subject, description, and recent messages, then uses an LLM to extract:

• Primary category -- The main technical domain (e.g., "Email," "Networking," "Security").
• Subcategory -- A more specific classification within the category (e.g., "Outlook" under Email).
• Tags -- A list of relevant keywords for filtering and search (e.g., "vpn," "dns," "firewall").

Example Output

{
  "category": "Email",
  "subcategory": "Outlook",
  "tags": ["outlook", "crash", "desktop-client", "windows"],
  "confidence": 0.88
}

When to Use It

This processor is enabled by default. Categories and tags help with ticket routing, reporting, and finding similar past issues. They also provide the AI agent with structured context during triage.

Details

• Phase: Enrichment
• Runs on: New signals
• Default State: Enabled