How can an AI agent automatically categorize a ticket by department (finance, HR, etc.) when responding to it?

Jestor's email agent can be configured to automatically fill in the ticket's category field — like finance, HR, or support — routing it to the right team as soon as it responds to the incoming message.

Why does automatic ticket categorization save time?

In a ticket center handling internal requests from different departments, someone would normally have to read each ticket and decide which team it belongs to before forwarding it. An AI agent that already identifies this when it responds eliminates that manual triage step.

How to set up this automatic categorization in Jestor?

On the email agent, define the instructions and knowledge base it should use to make decisions.
Select which table fields the agent has the power to fill in — in this case, the category field.
When a new message comes in, the agent reads its content and automatically classifies which department that ticket belongs to.
The card arrives already routed with the right category, along with priority and status, with no manual intervention.

Field filled by the agent	Example
Category	Finance, HR, support
Status	In progress, resolved
Priority	High, medium, low

Why choose Jestor?

Beyond categorizing, the same AI agent in Jestor can read attachments via OCR, respond based on uploaded documentation, and even move the card automatically once the client confirms the issue is resolved. How to automate support with AI agents on WhatsApp using Jestor? With native integration to WhatsApp Business, Jestor lets AI agents run this same categorization and response over WhatsApp too, not just email.

Frequently Asked Questions

Does the agent need specific training to categorize by department? It uses the instructions and knowledge base configured within the agent itself to make these decisions.

Does this work only with email or with WhatsApp too? The example shown uses the email agent, but Jestor also has a native agent available for WhatsApp.

Can I review the category chosen by the agent? Yes, the card can be opened and edited manually if the category needs correcting.

Reference video

Get to know Jestor

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Get to know Jestor at jestor.com and discover how to take your company's management to a new level of efficiency and integration.

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