The AI Ticket feature uses artificial intelligence to help users quickly create tickets by automatically selecting the appropriate template and pre-filling fields based on a natural language description.

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Overview

AI Ticket creation:
  • Analyzes user descriptions to select the best template
  • Pre-fills form fields with relevant information
  • Reduces ticket creation time
  • Improves data accuracy and consistency
  • Guides users through required fields

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Prerequisites

  • You must have permission to create tickets
  • Ticket templates must be configured
  • AI features must be enabled for your organization

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How AI Ticket Creation Works

The AI system:
  1. Analyzes your problem description
  2. Selects the most appropriate ticket template
  3. Extracts relevant information from your description
  4. Pre-fills form fields where possible
  5. Highlights fields that need review
  6. Validates data before submission

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Steps to Create an AI Ticket

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1. Navigate to Tickets

Go to https://msportal.ai/tickets

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2. Open AI Ticket Creator

Click the AI Ticket button in the top navigation bar.

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3. Describe Your Issue

In the AI Ticket interface:
  1. Enter a description of your issue in natural language
  2. Be specific about:
    • What the problem is
    • When it started
    • Who is affected
    • What you’ve already tried
Example descriptions:
  • “I need a new employee setup for John Smith starting Monday in the Sales department”
  • “My email isn’t syncing on my phone since yesterday afternoon”
  • “Request for Adobe Creative Suite license for the marketing team”

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4. Generate the Ticket

Click Generate Ticket to let AI process your description. The AI will:
  • Analyze your text (takes 2-5 seconds)
  • Select the appropriate template
  • Fill in relevant fields
  • Mark fields that need review

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5. Review Generated Information

After AI processing:
  1. Template Selection: Verify the correct template was chosen
  2. Pre-filled Fields: Review all automatically filled fields
  3. Highlighted Fields: Pay special attention to fields marked for review
  4. Missing Information: Complete any empty required fields

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6. Complete Template Sections

The ticket form is organized into sections based on the selected template:

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Employee Information Section

Complete employee-related fields if applicable.

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Software Requirements

Select required software from dropdowns: Common software options:
  • Microsoft Office Suite
  • Slack
  • VPN Client
  • Development Tools
  • Design Software

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Hardware & Peripherals

Specify any hardware needs: Options include:
  • Laptop/Desktop
  • Monitor
  • Keyboard/Mouse
  • Headset
  • Mobile Device

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7. Schedule and Attachments

Configure timing and add supporting documents:

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Date Selection

Note: AI may not accurately parse dates from your description. Always verify and correct date fields manually.

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8. Submit the Ticket

Once all information is complete:
  1. Review all fields one final time
  2. Click Create Ticket
  3. The system will validate required fields
  4. If any required fields are missing, they’ll be highlighted

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9. Handle Validation Errors

If required fields are missing:
  • The system will display an error message
  • Missing fields will be highlighted in red
  • Complete the required fields
  • Click Create Ticket again

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Tips for Better AI Results

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Writing Effective Descriptions

Do:
  • Be specific and detailed
  • Include relevant names, dates, and locations
  • Mention any error messages
  • Describe the impact on your work
Don’t:
  • Use vague language like “it’s broken”
  • Include sensitive information (passwords, SSNs)
  • Use excessive technical jargon
  • Write in all caps

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Example Descriptions

Good: “I need to set up a new employee named Sarah Johnson who starts on January 15th in the Marketing department. She’ll need access to Adobe Creative Suite, Slack, and our project management tools.” Poor: “New person needs stuff”

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Manual Template Selection

If AI doesn’t select the right template:
  1. Click Choose Template instead of using AI
  2. Browse available templates
  3. Select the appropriate one manually
  4. Fill in fields normally

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Common Issues and Solutions

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AI Not Understanding Request

  • Rephrase with more specific details
  • Break complex requests into simpler parts
  • Use standard terminology
  • Avoid abbreviations and slang

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Wrong Template Selected

  • Click Change Template after generation
  • Manually select the correct template
  • Consider updating your description for future requests

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Fields Not Populated

  • AI only fills fields it’s confident about
  • Manually complete any empty fields
  • Required fields are marked with asterisks (*)

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Date Recognition Issues

  • AI struggles with relative dates (“next Monday”)
  • Always verify and correct date fields
  • Use calendar picker for accuracy

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Best Practices

  1. Start Simple: Begin with clear, straightforward descriptions
  2. Review Everything: Always verify AI-generated content
  3. Learn Patterns: Note which descriptions work best
  4. Save Time: Use AI for complex tickets with many fields
  5. Fallback Option: Know how to create tickets manually

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Benefits of AI Ticket Creation

  • Speed: Reduces ticket creation time by up to 70%
  • Accuracy: Minimizes data entry errors
  • Consistency: Ensures proper template usage
  • User-Friendly: No training required for end users
  • Intelligent: Learns from your organization’s patterns