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Categorize Help Desk Tickets Automatically

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Introduction

Handling incoming customer service inquiries is an ongoing challenge for every type of business. There are an endless amount of unique questions and issues that can arise when a customer needs answers or support when using your product. With help of Byron Structured tasks, we can automate the process of categorizing these help desk tickets in a manner that scales with your business. Using the power of real people, we can analyze any incoming tickets and classify them into the category that best fits them. We can then push these data back to you in any manner you need using our Zapier integration. Here is how you can get started incorporating Byron into your help desk workflow.

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What Are Structured Tasks?

With Byron’s structured task feature, you can automate almost any type of busy work that requires a human. The feature is designed so that you build out an automated process once then can trigger Byron to do the work at any point in time. Watch the video on how it works.

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Step 1: Setup Assistant Instructions

ASSISTANT INSTRUCTIONS TEMPLATE

Please categorize the following help desk ticket:

Help Desk Ticket Content

EXAMPLE TASK WITH MAPPED DATA:

Please categorize the following help desk ticket:
Hello, I have a quick question on billing. If I upgrade my account do I receive priority support or is it the same as my current account? Thank you!

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Step 2: Setup Response Fields You Want Back From Byron

Add fields and description on how you want your task completed. Below is an example of how you would set up the fields and instructions.

FIELD NAME

Sentiment
Tags

ASSISTANT FIELD DESCRIPTION

Is this customer angry, happy or netural?

What is this help desk ticket about?

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Step 3: Add Data/Tasks

There are two ways that you can send new data/tasks to your Structured Project. You can either upload a CSV file of your variables that you set in Step 1, or you can fire off tasks via Zapier. Below are some popular Zapier integrations that align with this blueprint example.

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New ZenDesk ticket, have Byron categorize it, then update the ticket.

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New Intercom ticket, have Byron categorize it, then update the ticket.

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New Freshdesk ticket, have Byron categorize it, then update the ticket.

Through Zapier, you can hook up over 1000+ integrations. Need help with setting things up? Chat with our specialist team to help you set up a custom integration.

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Output From Byron

If you follow the template above Byron would provide a sample output like:

Sentiment
=

Neutral

Tags
=

Billing, Support, Sales

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Getting Started With Byron

How to get started...

1

Create a Byron account

2

Create a Structured Project with the instructions and snippets above

3

Send data to Byron via Zapier of by uploading a CSV of data

4

Integrate Byron's responses to over 1000 tools via Zapier

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