Auto tag
In many cases, the auto tag feature is very helpful. However there may be a specific software or item that results in a lot of tickets from users that don't fall under a auto tag. It would be great to create a custom tag, but also have the custom tag act as an auto tag.
For Example: WireGuard is an application my organization uses for VPN services. We can create a custom tag named "VPN" and create a rule where the AI will scan for keywords such as "VPN" or "WireGuard" in order to auto tag it.
Then in ticket automations, we could create a rule where if a ticket has been tagged "VPN" , it is auto assigned to a specific technician or group of technicians that handle VPN requests and troubleshooting.
Mark & Andres
shared this idea
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Michael Weinfurt
commented
The Auto-Tag feature is great, but it's extremely broad and limited. Would be great if we could build a custom list OR if Atera could expand on the existing auto-tag list (perhaps using common manual tags across the customer base).