We have optimised the workflow for ticket creation in our Service Desk: Our new AI-powered system replaces the previous nested dropdown menus with a single, intelligent text field.

The system now analyses your error description and automatically recognises so-called "entities" (such as the product area, the desired action, and relevant IDs). This means your ticket is immediately and correctly categorised without detours, eliminating the need for manual input from you. This makes ticket creation significantly faster for you and reduces our response times.

To ensure our system can perfectly assign your request, please always include these three details in your description:

• The affected area (e.g. Data Management, CRM, Warehouse App)

• Your exact action (e.g. article import, checking change history)

• Relevant IDs or names (e.g. order ID, variant ID, plugin version)

Example of an optimal description: "During article import (Data Management), the upload for variant ID 12345 fails with an error message."