Issue or Request Classifier

The Issue or Request Classifier determines whether an incoming ticket describes something that is broken (an issue) or something the user wants done (a request).

What It Does

The processor analyzes the ticket subject and description using an LLM and classifies it into one of two categories:

• Issue -- Something is broken, not working, or experiencing an error. Examples: "Outlook keeps crashing," "Can't connect to VPN," "Printer showing offline."
• Request -- The user is asking for something to be done. Examples: "Add new user to Active Directory," "Upgrade my monitor," "Need access to shared drive."

The classification includes a confidence score and reasoning.

Example Output

{
  "classification": "issue",
  "confidence": 0.92,
  "reasoning": "The ticket describes Outlook repeatedly crashing on startup, which indicates a malfunction rather than a service request."
}

When to Use It

This processor is enabled by default. It is useful for routing tickets to different workflows: issues might go to a troubleshooting queue while requests go to a fulfillment queue.

Details

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