Description

Integrate TOPdesk with your AI model to categorize incoming incident tickets, assign priority levels, and suggest next steps.

Benefits integration:

• Save time on routine triage tasks 
• Reduce human error in ticket classification 
• Improve SLAs by accelerating response and resolution

How it works 

• Automatic categorization
  Incoming tickets are analysed by AI to select the most relevant category and subcategory. 
• Priority assignment 
  Impact and urgency levels are determined based on the request, ensuring high-priority issues receive immediate attention.
• Suggested next steps 
  Clear, actionable recommendations are generated for agents, helping them resolve incidents faster. 
• Effortless updates
  All labels and suggestions are applied directly to the ticket, no manual data entry required. 
• Human in the loop
  All values chosen by AI, including reasoning, are listed in the incident text, keeping the operators in control.
  

 

Pricing details:

• Pricing integration: Free 

Consultancy:
Yes, approx. 2 days of technical consultancy

• Smart classification – 1 day 
• Translation and/or summarisation of texts – 1 day 

Additional requirements: 
Access to an LLM/GenAI model, preferrably Azure OpenAI.

Which TOPdesk modules are needed:
Incident Management  (=standard)

Required TOPdesk version:
SaaS and VA

Region availability:
World-wide

 Available languages:
Any language