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Jun 13, 2023 | 3 Mins read

Reasons to Replace Your Existing Ticket Tagging System

Your ticket tagging system may be outdated and inefficient if built using static keywords, not AI. Upgrading to a modern system allows for better search capabilities, streamlines data categorization, and ensures greater accuracy in retrieving relevant information, ultimately enhancing the overall user experience.

Significance of Ticket Tagging

Ticket tagging plays a crucial role in organizing and prioritizing customer support requests. By categorizing tickets according to their content and urgency, support teams can easily manage their workload, streamline their response times, and ensure that customers receive accurate and timely assistance. In return, this leads to improved customer satisfaction and better overall support quality.

AI-based vs. Keyword Tagging

AI-based tagging is better than keyword-based tagging because AI approaches can better understand the meaning and context of the tagged content. AI can analyze the content of a document, webpage, or image using natural language processing (NLP) and machine learning techniques to identify key topics, themes, and entities. This helps create more accurate, relevant, and consistent tags, improving searchability and discoverability.

In contrast, keyword-based tagging relies on predefined keywords or phrases manually assigned to content. This approach is limited by its lack of flexibility and its dependence on human interpretation. Keyword-based tags may be too broad, too narrow, or miss important aspects of the content. Furthermore, keywords can become outdated and need to be updated manually, while AI-based tagging can continuously learn and adapt to changes in language and usage. Overall, AI-based tagging offers a more sophisticated and intelligent approach to content organization and retrieval, saving time and improving accuracy.

Automating Ticket Tags

This week's helpful tip focuses on automating ticket tags to streamline your customer support process. By efficiently categorizing tickets, your support team can respond more quickly and accurately to customer inquiries. Learn how to implement automatic ticket tagging and enhance your overall support system.

Artificial Intelligence (AI) transforms how businesses analyze and manage customer support data. By leveraging AI in analyzing Zendesk tags, organizations can gain valuable insights into customer needs and preferences and improve overall service quality. This process helps businesses identify trends, prioritize resources, and enhance their support strategies to achieve higher customer satisfaction rates.

Tag Analytics and Reporting

IrisAgent's tag analytics and reporting provide valuable insights into the performance of your customer support system. Analyzing the tags associated with support tickets, you can identify trends, prioritize issues, and make data-driven decisions to improve your customer support operations. Utilize these powerful analytics to optimize your processes and deliver exceptional customer experiences.


Upgrading your ticket tagging system can significantly improve the efficiency, organization, and accessibility of your customer support operations. By leveraging AI and automation, you can streamline your processes, improve response times, and deliver exceptional customer experiences.

Here are some additional benefits of replacing your existing ticket tagging system:

  • Improved customer satisfaction: When customers can quickly and easily find the information they need, they are more likely to be satisfied with your customer support experience.

  • Reduced costs: By automating ticket tagging, you can free up your support team to focus on more complex issues. This can lead to reduced costs associated with customer support.

  • Improved data security: By automating ticket tagging, you can ensure your customer data is secure and confidential.

To improve your customer support operations, consider signing up for IrisAgent to get robust and automated ticket tagging in under 24 hours.

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