Ticket categorisation

Ticket categorisation lets Aura AI read every inbound ticket and classify it into one of your workspace's own ticket types. It is at Settings → AI agents → Categorization, and it is off by default: nothing changes until you turn it on.

Reading needs nothing. Turning it on or off needs admin or owner.

It classifies into your types

Categorisation does not invent categories. It picks one of the ticket types you have already defined under Settings → Ticketing → Fields & types. A workspace with no ticket types cannot use it, and the screen says so plainly and links you there rather than letting you enable something with nothing to classify into.

That dependency is worth thinking about before you switch it on. If your types are three vague buckets, categorisation will sort tickets into three vague buckets. Sharpen the types first.

The one setting

There is a single switch, and it commits when you click it — no Save.

When on, Aura reads every new inbound email ticket and, if confident, assigns it one of your ticket types. Email is the scope today.

When it is not confident it leaves the ticket untouched rather than guessing, and it logs that decision too. This is the behaviour to have in mind when you judge whether the feature is working: a low apply rate is not a broken classifier, it is a cautious one, and the log tells you which.

Turning it off stops classifying new tickets from that point on. Tickets already typed keep their type — nothing is unwound.

The confidence threshold is fixed and there is no control for it. So is the model. Neither is a workspace choice.

Recent decisions

Below the switch is every categorisation the agent has considered, applied or declined, fifty to a page. The columns are Ticket, Type, Result, Confidence, Why, Model and When.

Result is Applied or Declined. A declined decision is the fail-safe path, not a failure — and the Why column tells you which flavour of decline it was:

• Low confidence — the classifier had an answer and did not trust it enough.
• No matching type — none of your ticket types fitted.
• Declined — no more specific reason was recorded.

Those two named reasons point at two different fixes. A run of low confidence on tickets you would have typed easily yourself usually means your type names do not describe what customers actually write about. A run of no matching type means there is a category of work you have not given a type to.

This log is the whole feedback loop. Turn categorisation on, leave it a week, read the declines, and change your ticket types rather than your settings.