# 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.

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.

Source: https://aide.app/helpdesk/ai-ticket-tagging · Updated 2026-10-27 · By Ziyad Basheer

| | |
|---|---|
| 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. |

## 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.

## Good to know

- Inboxes in Watch only write no tags; skipped writes are listed in Activity.
- Tagging pauses with Aide's other AI work once the plan's AI replies run out.
- New topics start on Drafts, so a new tag never lets Aide act alone.

## Frequently asked questions

### Can AI tag Zendesk tickets by reason and fill the reason field?

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.

### Does it work with Gorgias contact reason?

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.

### What about Front?

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

### Do I have to write all my topics before it starts?

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.

### Is it a model trained on our tickets?

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.

## Related
- [Aide Helpdesk](https://aide.app/helpdesk)
- [Add AI to your helpdesk without replacing it.](https://aide.app/guides/add-ai-to-your-helpdesk)
- [Teach Aide your website and help center.](https://aide.app/guides/train-ai-chatbot-on-your-website)

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