Automatic ITSM Ticket Import and Classification

Harmony now supports automatic ticket import from your ITSM platform (such as Freshservice), combined with AI-powered pre-processing that classifies and routes each ticket before it enters your support workflow. This removes the need to manually triage incoming tickets, reducing response times and ensuring consistency across your service desk operations.

When a ticket is imported, Harmony analyses its content and context to determine several key attributes automatically.

How It Works

As soon as a ticket is imported from your connected ITSM platform, Harmony runs an AI classification step that resolves the following attributes for each ticket:

• Ticket type - Harmony categorises the ticket based on its content and context, for example as an incident, service request, or change.
• Relevant desk - The ticket is routed to the appropriate support desk automatically, based on the classified type and content.
• Reporter identification - Harmony extracts and maps the original requester, including their email address, to the correct contact record in Harmony.
• Original assignee - If the ticket was already assigned in your ITSM platform, Harmony preserves that assignment and maps it to the corresponding agent in Harmony.

This means tickets arrive in Harmony already structured and directed to the right team, with no manual intervention required.

Supported Platforms

The following ITSM platforms are currently supported for automatic ticket import:

• Freshservice

Additional platform integrations may be added over time. If you require a specific integration, contact your Harmony account representative.

Setting Up Automatic Ticket Import

To enable automatic ticket import and classification, you need to connect your ITSM platform to Harmony and configure the import settings.

1. Navigate to Settings in your Harmony account.
2. Open the Integrations section and select your ITSM platform (for example, Freshservice).
3. Provide the required credentials or API key to authorise the connection.
4. Configure which ticket queues or groups should be imported into Harmony.
5. Save your settings.

Once the connection is active, Harmony begins importing tickets and applying AI classification automatically. Existing open tickets can be imported as part of the initial sync, depending on your configuration.

What Happens After Classification

After Harmony classifies an imported ticket, it appears in the relevant desk queue with the resolved attributes already populated. Agents can review the classification details at any time and make corrections if needed. Any manual changes you make are respected and will not be overwritten by subsequent imports.

Reporters receive communications through Harmony as normal, and the original requester information carried over from your ITSM platform ensures continuity of context for your support team.

Benefits

• Faster triage - Tickets are classified and routed the moment they are imported, so agents can begin working on them immediately.
• Consistent routing - AI-driven classification applies the same logic to every ticket, reducing inconsistencies caused by manual triage.
• Preserved context - Reporter details and existing assignments from your ITSM platform are carried over automatically, giving agents the full picture from the start.
• Reduced manual effort - Your team spends less time on administrative tasks and more time resolving issues.