Open Categories Settings →Documentation Index
Fetch the complete documentation index at: https://docs.telemetron.ai/llms.txt
Use this file to discover all available pages before exploring further.
Categories
Labels for organizing cases, customers, and devices. Categories apply across all three entity types, and routing rules can combine them for smart assignment.Entity Types
| Entity | Where assigned | Examples | Why |
|---|---|---|---|
| Case | Case detail panel (or auto by AI) | “Bug Report”, “Spam” | Triage, auto-resolve, routing |
| Customer | Customer detail page | ”Enterprise”, “SMB” | Tag once — all future cases route by tier |
| Device | Device detail page | ”Production”, “Legacy” | Route by hardware type |
Settings
- AI enabled — AI auto-classifies incoming cases into this category
- Auto-resolve — cases in this category are immediately resolved and skip Slack notifications. Requires AI enabled.
- Active — whether the category is currently in use. Inactive categories won’t be assigned to new cases.
Routing Rules
Auto-assign cases to a team member based on category conditions. Each rule matches on up to three conditions (AND logic — all must match):| Condition | What it checks |
|---|---|
| Case category | The case has this category |
| Customer category | The case’s customer has this category |
| Device category | The case’s device has this category |
Flow
- AI categorizes the case
- Auto-resolve fires if the category has it enabled
- Routing rules evaluate in priority order
- First match assigns the case
Handling Spam / Irrelevant Messages
Create a category (e.g., “Marketing”), enable AI enabled and Auto-resolve. Matching cases are immediately closed and won’t notify your team.