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Ticket priority (keyword rules)

The Ticket priority tab under Account Settings → System (/settings/ticketPriority) configures keyword → priority rules and exception overrides used when the tenant chatbot (and related triage) assigns a priority to a new maintenance ticket.

This is separate from Preferences → Ticket Priorities, which sets SLA deadline hours per priority level (Critical / High / Medium / Low).

First-time workspace setup

Set deadline hours on Preferences → Ticket Priorities during core setup, then tune keyword columns here after you have past tickets to learn from. Deep link: platform.vivin.app/settings/ticketPriority.

Direct access

Open Ticket priority at platform.vivin.app/settings/ticketPriority. Route reference: Deep Links — Account Settings.

Pair with related settings

Keyword rules pair with Operations → Tickets and chatbot triage. AI suggestions meter as ticket_priority_analysis on AI usage API. Contrast FAQs — FAQ Generator (faq_generation) — same estimate → confirm pattern, different product surface.

Who can edit ticket priority rules​

The tab follows the same Chatbot / account-settings visibility rules as other System tabs. Operators without permission do not see Ticket priority in the sidebar.

Priority Keywords​

Four columns — Critical, High, Medium, Low — hold keyword / phrase cards. Drag cards between columns to change the priority a matching ticket title or description should receive. Use Add keyword at the bottom of a column for manual entries.

Account Settings — Ticket priority tab with Critical/High/Medium/Low keyword columns

Exception Rules​

Exception Rules override keyword columns when a ticket mentions a phrase and an extra context / condition (optionally limited to a seasonal date range). Use + Add Rule to author exceptions manually. AI-generated keywords never rewrite existing exception rows.

Analyze past tickets​

  1. Click Analyze tickets.
  2. Choose History window (1m–6m) and Model (Sonnet 4.6 or Opus 4.8).
  3. Read the estimate: ticket count, existing rule count, and approximate token / USD cost.
  4. Confirm Analyze tickets — suggestions land inactive for review; existing rules are never changed. Or Cancel to abort.

Account Settings — Analyze past tickets modal with history window, model choice, and cost estimate

Walkthrough: open Ticket priority, Analyze tickets, review the estimate, then Cancel without applying suggestions.
AI usage metering

Each confirmed analysis records ticket_priority_analysis in ai_usage (internal USD). Poll GET /ai-usage/summary?feature=ticket_priority_analysis. See AI usage API — Feature values.

Activate AI suggestions​

After a run, new keyword cards appear with an AI source badge and stay inactive until you Activate (or delete) them. Drag activated cards across columns if the suggested tier needs adjustment.