Automatically Categorize Tickets with Stylo AI

Stylo can read each incoming ticket and fill a custom field with the right category - no extra training or rules required. The whole setup takes about five minutes.

1. Open Admin Center
   In Zendesk, click the product switcher and choose Admin Center.
   Path: Objects & rules → Fields.

2. Add a ticket field
   Click Add field and pick Dropdown (one label) or Multi-select (many).
   

3. Name the field
   Use a clear prefix so agents know Stylo owns it, for example:
   AskStylo: Product Type
   

4. Enter your categories
   Add one option per line. Keep names short and readable (e.g., Billing, Returns). Skip internal codes or terms like XYZ123.

5. Save and add to forms
   Click Save, then include this field on every ticket form you want Stylo to populate.

What happens next?

• When a new ticket arrives, Stylo analyzes the conversation and selects the best category automatically.
  

• If confidence is low, the field stays blank so you can decide.

• Edit the category list anytime; Stylo will use the updated values on future tickets.

Tips

• Keep the list focused. A shorter taxonomy is easier for agents to scan.

• Use the field in Views or Triggers to route priority topics to the right team.

That’s it! Your queue will start filling with neatly labeled tickets, giving everyone a clearer picture of what needs attention first.