Automatically tag incoming support requests by detected topic

Automation & No-Code

Automatically tagging incoming support requests by detected topic helps teams route tickets faster, assign correct SLAs, and improve reporting. This approach uses a topic taxonomy and an automated detector to assign topic tags as soon as a ticket is created. Implementing this workflow reduces manual categorization, accelerates triage, and improves searchability across the support system. Start by defining the key topics, choosing a suitable detection method (rule-based, NLP, or a hybrid), and configuring an automatic tagging action. Regularly review tagging performance, adjust the taxonomy, and refine detection to handle ambiguous requests. This pattern scales with volume and supports continuous improvement of customer service workflows by aligning tags with business priorities and enabling smarter routing, search, and analytics across tickets.

Who is this for?

Support teams, help desks, and automation practitioners looking to streamline ticket triage.

Before you start

Access to an automation platform, a defined topic taxonomy, and a stream of incoming support requests.

General Process (How it works)

  1. List high-priority support topics and assign a short tag for each.
  2. Choose between keyword-based rules, NLP classification, or a hybrid approach.
  3. Collect historical tickets and label them to guide rules or train a model.
  4. Set an automation trigger that fires on new support requests.
  5. Run detection and attach topic tags to the ticket and optionally update its subject.
  6. Review a sample of tagged tickets, adjust rules or model thresholds as needed.
  7. Periodically retrain/update taxonomy to reflect evolving topics.

Watch out in Free Plans

❌ Be aware of quotas; plan for upgrades if needed.
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