How we determine if your ticket requires action

1. Helpdesk workflow

In Helpdesk, we read and generate responses to all your tickets. This process is broken down into stages. From reading, processing, categorising, extracting and matching your ticket and ERP data, to drafting a response, we use various types of AI models to produce the most accurate response to a ticket.

In this article, we will taking a deeper dive into stage 4: Ticket type assignment. Specifically, how we determine whether your email requires action from your side or not.

2. Ticket type assignment in a nutshell:

We've built this feature using two main AI components. The first one reads the email and makes a suggestion about whether it needs action. The second one checks that suggestion against business rules and makes the final decision.

3. Step 1: Getting the AI's opinion

First, we read information from the email: subject line, the message body and attachments.

Then we ask the AI a simple question: does this email need action or not?

The AI gives us one of these answers:

"Action required" – someone needs to do something
"No action required" – you can safely ignore this

We save this initial opinion so we can use it in the next step.

4. Step 2: Applying business rules

Now we take the AI's opinion and check it against our business rules. This is where we make the final decision about what tag you'll see.

Here's how we decide:

1. Your choices always come first

If you've already manually marked an email as "focused" or "no action required", we'll respect that decision and leave it alone.

💡 Note: We learn from your organisation’s NAR behaviour, and accordingly update and customise the business rules as per your org.

2. Certain email types always need action

Even if the AI thinks an email doesn't need action, we'll override that if the email contains important things like invoices, payment reminders, or statements. We'll also mark emails with PDF or Excel attachments as “focused”, since these usually contain important documents.

3. Following the AI's suggestion

If none of the above apply, we'll follow what the AI recommended. Either "no action needed" or "focused".

5. Step 3: Updating your tickets

After we've decided on the email status, we update the related ticket.

Here's what we do:

We look at all the emails in the conversation thread and count how many need action. We use this count to decide whether the whole ticket needs action or not.

When can we change the ticket status?

We'll update the ticket if you've not yet set the ticket type, or if you haven't changed our original suggestion.

When do we override your choice?

There's one important exception. If you've marked a ticket as NAR, but then a new urgent email arrives that needs action, we'll override your choice. This makes sure important emails don't get missed just because the ticket was previously marked as not needing action.

How we track changes

We keep a record of what we originally suggested when we first analysed the ticket. This helps us know whether you've made manual changes. If you have, we'll usually respect them (except in the urgent email situation described above).

Service level agreements (SLAs)

If we mark a ticket as "no action required", we'll automatically mark any SLAs as resolved, since there's nothing to do.

Examples:

Supplier sends a monthly statement PDF → Rule forces Focused even if AI said NAR.
Auto‑reply or thank‑you with no attachments → AI says NAR → Ticket remains NAR.
You set a ticket to NAR, then supplier sends a new invoice → Ticket flips to Focused.

6. FAQs

Can I change Focused/NAR myself? Yes. Your manual status is respected unless a new urgent email arrives.
Why did an email with attachments become Focused? PDF or Excel tends to include key documents, so we default to focused.
What happens to SLAs on NAR tickets? They are resolved automatically since there is nothing to do.