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AI ticket tagging

Every ticket tagged with the real contact reason.

Aide reads every message, picks the topic from your own list and writes it to Zendesk, Gorgias or Front. A teammate's correction always wins. · By
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Short answer

Aide classifies every customer message against your own topics and writes the topic back to Zendesk, Gorgias or Front as a tag, a ticket field, or both. It fills a field only while it is empty or still holds Aide's value, and suggests a new topic when none fits.
What gets tagged
Every customer message on chat, email and helpdesk tickets, teammate-handled ones too.
Written as
A prefixed tag in all three helpdesks; a ticket field in Zendesk and Gorgias.
Set per
Inbox, or the whole helpdesk connection.
Confidence
Each topic carries a score; a scenario can require 80% to 97.5%.
No topic fits
Aide suggests one on the message and tags nothing until you add it.
Plans
Every plan. Tagging is not counted as an AI reply.
How tagging works

Your topics, where your reports already look

The contact reason lands on the ticket in the helpdesk your team already uses.

Your own topics

Each message is scored against your topics' names, descriptions and examples. Up to three, or none.

Tags or a field

A prefixed tag such as aide-refunds, a dropdown, multi-select or text field, or both.

The team's value wins

Once a teammate or a helpdesk rule changes the field, Aide leaves it alone.

Suggested topics

When nothing fits, a suggested topic appears on the message. Add it in one click.

Routing on arrival

Rules run again once a topic is set, so "Damaged item goes to Claims" matches.

Filters and reports

Filter the inbox and Analytics by topic; every number opens the conversations behind it.

Tags are only as good as the person applying them at the end of a long shift. Contact reasons get skipped, the "Other" tag fills up, and the report the team relies on starts to drift. Aide tags every message, chats a teammate handles included, so routing rules and reports cover the whole queue.

In the inbox, each message shows its topic as a chip. Open it to see how sure Aide was, mark it right or wrong, or move the example to the right topic. In Zendesk, the tag and the field land in the same ticket update as the rest of Aide's changes.

Frequently asked questions

Yes. Aide writes each ticket's topic as a tag, into a Zendesk ticket field such as a Reason dropdown, or both. A dropdown gets the option you map each topic to, or the option with the same name.

Yes. Pick Gorgias's contact reason, or any synced ticket field, as the topic field. Aide fills it only while it is empty or still holds the value Aide wrote.

In Front, topics are written as tags. Aide doesn't sync Front's custom fields yet.

No. When no topic fits a message, or you have none yet, Aide suggests one right on the message. Messages asking the same thing share one suggestion, so you build your topics as conversations arrive.

No. Aide uses your topics' names, descriptions and the examples your team adds. Moving an example to the right topic changes what Aide compares later messages against.

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