Hello, thank you for letting us know, we are adding a new feature for labeling : descriptions for all Autotask labels that will help the AI agents with clarifications which will fix issues like this!
Yellow Toaster
•
May 4
Well in this scenario if labeling sees its a license ticket can we have it send to lvl 3 since now most tickets I see are going to lvl 2 support. I like the feature based on description but not use case
Casian
Team•
May 4
Hello, yes, it will be possible to add rules inside the descriptions of the queues so that so that the license tickets get assigned to lvl 3 support, so the issue will be fixed that way with the release of the new labeling feature!
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Casian
May 4
Hello, thank you for letting us know, we are adding a new feature for labeling : descriptions for all Autotask labels that will help the AI agents with clarifications which will fix issues like this!
Yellow Toaster
May 4
Well in this scenario if labeling sees its a license ticket can we have it send to lvl 3 since now most tickets I see are going to lvl 2 support. I like the feature based on description but not use case
Casian
May 4
Hello, yes, it will be possible to add rules inside the descriptions of the queues so that so that the license tickets get assigned to lvl 3 support, so the issue will be fixed that way with the release of the new labeling feature!