> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Ticket Type Categorization in Autotask and Halo

> Set up AI-driven Ticket Type categorization for Autotask PSA and HaloPSA, test rules in the emulator, and configure flows to auto-categorize incoming threads.

Ticket Type categorization is available for both **Autotask PSA** and **HaloPSA** integrations, helping to streamline your ticket management process.

### **Key Benefits of Ticket Type Categorization**

* **AI-Driven Updates**: The system automatically adjusts the ticket type based on the request, ensuring accuracy and eliminating the need for manual updates.
* **Aligned with ITIL Best Practices**: By correctly categorizing tickets from the beginning, it supports ITIL service management principles, promoting smoother workflows and improved service delivery.
* **Automated Ticket Routing**: With automatic ticket type changes, errors are minimized, and tickets are quickly routed to the appropriate team for faster resolution.
* **Efficiency Boost**: This feature saves time by instantly categorizing tickets, enabling teams to focus on resolving issues rather than on administrative tasks.

## **1. Configure Ticket Type Categorization**

<Steps>
  <Step title="Navigate to the Admin Panel">
    * Go to **Admin Panel** → **Magic AI** → **Categorization** → **Ticket Type**.
  </Step>

  <Step title="Add Definitions for Each Ticket Type">
    * Begin by defining each Ticket Type to ensure the correct categorization.
  </Step>

  <Step title="Optional: Ignore Certain Types">
    * If you don’t want Magic AI to automatically assign certain ticket type, click the **"ignore"** checkbox.
  </Step>

  <Step title="Test Ticket Type Categorization Using the Emulator">
    * Once you've configured Ticket Type Categorization, you can test its functionality using the emulator on the right. You can try real-world scenarios or paste descriptions from recent service requests to observe how Magic AI categorizes them.
  </Step>

  <Step title="Continue to Iterate and Define Categories">
    * Whenever Auto Categorization is triggered on a ticket, Thread will append an internal note explaining the categorization decision. This allows you to review and tweak your configuration on the fly to further train Magic AI as needed.
  </Step>
</Steps>

## **2.** **Configure a Flow to Automatically Categorize Incoming Threads**

Now that you’ve set up Auto Categorization prompts, the next step is to configure a flow that will automatically categorize incoming threads.

### **How to Configure the Flow:**

If you’ve already set up auto categorization from earlier, you can skip this step. Otherwise, you can use the template below to set up auto categorization.

<Steps>
  <Step title="Navigate to Templates">
    * Go to **Admin Panel** → **Templates** → **Auto Categorization**.
  </Step>

  <Step title="Apply Filters">
    * Apply filters that match your incoming threads. For example, you can set the filter to your incoming **service boards, queues, or teams** to categorize all incoming service requests.
  </Step>

  <Step title="Ensure Auto Categorize Action Is Added">
    * The **Auto Categorize** action is already included in the template. If you’re building your flow from scratch in the **Flow Builder**, scroll to the bottom, click **+**, then select **Actions** → **Magic** → **Auto Categorize**.
  </Step>

  <Step title="Save and Test">
    * Save the flow changes, then test it by submitting a new service request that matches the ticket criteria you set in the flow.
  </Step>
</Steps>


## Related topics

- [Configure Auto Categorization in Thread](/assistive-ai/getting-started-with-auto-categorization.md)
- [Configure HaloPSA Action Mapping for Thread](/integrations/action-mapping-configuration-with-thread.md)
- [Configure Autotask UDFs for Thread Approvals](/inbox/autotask-approval-configuration.md)