Currently using the AI category adds, but it is often incorrect. Would love if we could assign a category to templates and snippets so that the category updates whenever we use that template/snippet.
Hi @HelBle , Sophie from the Help Desk product team here! We now have a feature called macros available in private beta that will do what you’re describing. Macros are a form of reply-driven automation in help desk that allow you to send a pre-written message (just like a template) and take several follow-up actions at the same time. Admins can configure a macro in settings so that it contains the message you’d like users to send, and then choose the follow up actions that should execute when the user sends the message. For example: set category, update status, change the ticket owner, create a task.
Macros is currently in private beta for Service Hub Enterprise portals. If you navigate to Product Updates in your portal and search for “Support macros,” you can find more information about this feature. We’re still actively working on some big improvements and welcome any feedback you may have!