Confirming the Cleverly category

With Cleverly Triage, tickets are automatically labeled with a category.  Cleverly automatically assigns a category to each incoming ticket, which classifies the intent of the user’s first request (first message).

The information that Cleverly adds to each ticket is visible in the Cleverly Widget, along with the suggested script and macros to handle that ticket:

Your first step when looking at a new ticket should be to verify that Cleverly’s category is correct. That should be the case for the majority of tickets, but for cases when the category is not exactly what the user requested, you should select the correct category.

To do so, click the dropdown menu under “Category” is clickable and select the right category from the list. This will update the corresponding suggested scripts and macros for that ticket. 

Note: In some cases, the category selection box is not clickable. This can happen for tickets with more than one message, depending on your account configuration.