Automated topic-based ticket urgency classification

Business problem

The current method for identifying urgent tickets is overly complex, requiring a three-step process involving AI auto-labeling, conditional logic journeys, and filtered views. This fragmentation makes it difficult for managers to quickly assess priority levels across multiple inboxes and creates a fragile workflow for a core operational need.

Wished result

A built-in ticket urgency classification system with four distinct levels (Urgent, Important, Normal, and Low) plus an "Other" category for unclassified topics. Managers should be able to directly map conversation topics to these urgency levels within the settings. Once configured, tickets should automatically display their priority based on permissions, allowing users to view urgency distribution globally or per inbox without manual labeling or complex AI workflows.