Question 1

How are the topic names and summaries created?

Accepted Answer

By AI. Deskhero picks representative tickets from each cluster and uses them to produce a general topic name, a more specific sub-label and a short summary of what the cluster is about. The general name shows on the map, and the more detailed label appears when you zoom in or hover.

Question 2

Which tickets are included in the topic map?

Accepted Answer

All of them, including tickets that never received a reply. Grouping everything, even unanswered mail, produces better clusters. Tickets created after the last build appear the next time the map is rebuilt.

Question 3

How often does the topic map refresh?

Accepted Answer

It does not update live. Deskhero starts a new build once the current map is about a week old, so it refreshes roughly weekly. Workspace owners and admins can also request a rebuild by hand, with a minimum of four days between builds.

Question 4

Is there a minimum number of tickets before topics appear?

Accepted Answer

Yes. Your workspace needs at least 100 tickets before a topic map can be built. Request a build with fewer and Deskhero asks you to come back later.

Question 5

How does Deskhero decide which tickets belong to the same topic?

Accepted Answer

By how similar their text is. Tickets about the same kind of issue end up close together on the map and are collected into one cluster, which then gets an AI written name and summary based on representative tickets from that cluster.

The topic map

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