AI Ticket Classifier for osTicket

Automatically classify support tickets using AI (OpenAI or Anthropic). The plugin assigns priority, topic/category, and fills custom form fields based on ticket content.

Features

• Automatic classification on ticket creation
• Reclassification when customers send new messages (optional)
• Manual classification via "Classify with AI" button in ticket view
• Multiple AI providers: OpenAI (GPT-4o, GPT-4o-mini, etc.) and Anthropic (Claude)
• Custom field support: Text, memo, choice, and boolean fields
• Configurable options: Choose which fields the AI can modify

Requirements

• osTicket 1.18+
• PHP 8.3+ with cURL extension
• OpenAI or Anthropic API key

Installation

1. Download or clone this repository
2. Copy the ai-ticket-classifier folder to <osticket>/include/plugins/
3. Go to Admin Panel > Manage > Plugins
4. Click Add New Plugin
5. Select AI Ticket Classifier and click Install
6. Click on the plugin name to configure

Configuration

AI Provider Settings

Setting	Description
AI Provider	Choose between OpenAI or Anthropic
API Key	Your API key for the selected provider
Model	Model to use (e.g., gpt-4o-mini, claude-3-haiku-20240307)

Classification Triggers

Setting	Description
Classify New Tickets	Automatically classify tickets when created
Reclassify on Customer Reply	Reclassify when customer sends a new message

Classification Options

Setting	Description
Set Priority	Allow AI to set ticket priority
Set Topic/Category	Allow AI to set ticket topic

AI-Managed Custom Fields

Select which custom fields from the Ticket Details form the AI should fill. Supported field types:

• Text
• Memo (long text)
• Choices (dropdown/select)
• Boolean (checkbox)

Error Handling

Setting	Description
On API Error	Log to System Logs or Silent
Debug Logging	Enable verbose logging (disable in production)

Advanced Settings

Setting	Description
Temperature	AI randomness (0-2). Note: GPT-5 and o-series only support 1
API Timeout	Maximum seconds to wait for AI response

Usage

Automatic Classification

When enabled, tickets are automatically classified:

• On creation (if "Classify New Tickets" is enabled)
• On customer reply (if "Reclassify on Customer Reply" is enabled)

Manual Classification

1. Open a ticket in the Staff Panel
2. Click the More dropdown menu
3. Select Classify with AI
4. The page will reload with updated classification

Recommended Models

OpenAI

• gpt-4o-mini - Fast and cost-effective (recommended)
• gpt-4o - More capable, higher cost

Anthropic

• claude-3-haiku-20240307 - Fast and cost-effective
• claude-3-5-sonnet-20241022 - More capable

Troubleshooting

Classification not working

1. Check that the API key is correct
2. Enable Debug Logging in plugin settings
3. Check Admin Panel > Dashboard > System Logs for errors

Custom fields not being filled

1. Ensure the field is selected in AI-Managed Custom Fields
2. Check that the field type is supported (text, memo, choices, bool)
3. Enable debug logging to see detailed information

API errors

• 401 Unauthorized: Invalid API key
• 429 Too Many Requests: Rate limit exceeded
• 500/503: Provider service issues

Related Plugins

This plugin works great in combination with AI Response Generator - automatically generate professional responses to tickets using AI. Together they provide a complete AI-powered ticket handling solution:

1. AI Ticket Classifier - Automatically categorizes and prioritizes incoming tickets
2. AI Response Generator - Suggests or generates responses for agents

License

MIT License

Support

For issues and feature requests, please use the GitHub issue tracker.