Is there a way to set up keywords for the system to scan for? I’d want it to work like this; if a ticket comes in and has one of those keywords it gets put into a category.
Hi @MWalton1,
Thank you for reaching out; that is a great suggestion and I appreciate you explaining how it would help you out!
I would encourage you to upvote these related product suggestions in the ideas forum to show support and comment why this feature would be useful for you:
1) Create ticket automation based on keywords in customer emails
Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change.
Best,
Kristen
Hi @MWalton1,
I don’t know if you have already found a solution to your problem, but in case you haven’t, I would like to suggest the use of an app, which you can easily download from HubSpot Marketplace. The app, developed by Exelab, is called AI Ticket Categorisation and one of the features of the paid plans is precisely categorising conversations on the basis of the values of a property chosen by the user via the settings. You can find out more about using the app here.
I hope this can help you achieve your goals,
See you soon,
Silvia
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Hey @MWalton1, great question! Automatic ticket categorization can save so much time and ensure tickets are routed or prioritized properly
What you’re describing—scanning for keywords and categorizing tickets based on them—is exactly what my team and I have built with ExactTempo. It’s a tool designed specifically for HubSpot Service Hub users. Using AI, it analyzes the content of tickets (going beyond just keywords to include tone, intent, urgency, and context) and automatically assigns categories or updates ticket properties based on that analysis.
For example, if a ticket mentions “refund,” it could categorize it as “Billing Issue,” but it’s flexible so you can customize it to match your team’s guidelines.
If you’d like to explore it further, ExactTempo is listed in the HubSpot App Marketplace. Let me know if you have any questions—I’m happy to help!
@MWalton1 & everybody who has been following along with this post - I have an update on your feature request!
We have just launched a public beta for Automatic Ticket Topic Identification powered by AI for Service Hub Enterprise accounts.
Quote from this knowledge base article:
“Category: main reason customer reached out for help. This property is automatically set using AI by analyzing the first message of the ticket, and it is based on both default and custom options. If a user manually changes the value, the AI model learns from that training action.”
Thank you!
Marc
@SentaAlteos , this feature is available in your market for Service Hub Enterprise customers. If you have Service Hub Enterprise and still can’t see the product update, please send me your HubID and I will take another look!
We are currently on the Trial version, could that be the reason?
@SentaAlteos trial accounts should also have access. I just sent you a message so we can dig deeper!
Hi Marc
That sounds great! Is this feature limited on seat-basis? Or should all users who currently in my organisation have a Service Pro seat, now have a Enterprise seat to benefit from this feature?
@TMessi thanks for reaching out. This feature is available for all Service Hub Enterprise users, no paid Enterprise seat required.
Hi @mollmann ,
Can you pls update the public beta link here for Automatic Ticket Topic Identification powered by AI for Service Hub Enterprise accounts.
This link shared doesnt show the right page or products
Hi @VDurai , great idea. I just updated my post to give more details about the feature. Let me know if you have any questions.