Ekkie Labeling Documentation
Written By Casian
Last updated About 1 month ago
Ekkie Labeling auto-classifies every new PSA ticket on creation across all picklist fields: Issue Type, Sub-Issue Type, Priority, Ticket Category, Ticket Type, Queue. It logs a configurable time entry on every labeled ticket so the work is auditable in your PSA.
Labels editor
Field switch (left of each row) — turns labeling on/off for an entire field. OFF means Ekkie skips that field completely; the field stays untouched on every ticket. ON means Ekkie picks from the enabled values for that field. Example: turn off the whole "Ticket Type" field if your team doesn't want Ekkie to set it.
"Overwrite existing" toggle (per field) — controls what happens when a value is already set on the ticket.
ON = Ekkie replaces the existing value.
OFF = Ekkie only fills the field when it's blank. Default OFF.Per-value switch (inside an expanded field) — disable a single value (e.g. "Hardware – Laptop") so Ekkie never picks it, while the rest of the field still works.
Per-value definition — the free-text box that tells Ekkie when this value applies. Clearer definitions = better picks. Counter shows "X / Y defined" per field.
Priority is special — every enabled priority value needs a color and a display order (for example 1=Low, 2=Medium, 3=High, 4=Critical) so priority badges render consistently across the app (this functionality is mainly used in EkkieChat). Other fields don't require this.
"Sync with PSA" — pulls in new picklist values added in Autotask since you last configured Labels. AutoTask only.
Save labels — top-right; persists the entire labels configuration.
Evaluations
Runs Ekkie on a random sample of past closed tickets and measures agreement vs. your team's actual labels.
Sample size: 20, 50, 100, 200, 400, or 800 (inline dropdown).
Date range: any window of past dates; defaults to the last 365 days, ending yesterday.
Result: overall agreement % plus a per-field accuracy bar.
Sample size and date range can be edited inline before each run.
Teach — after an evaluation
"Start evaluation review" walks you label-by-label through the values Ekkie missed most.
Each step shows: the missed tickets (expandable cards with title + description), the "Ekkie said" badge with Ekkie's pick, and a definition box for tightening.
Per-step controls: Enabled switch (turn this value off entirely), definition textarea, Skip this label, Save & next label, Save & finish (on the last step), Previous label (after step 1).
"Rerun evaluation with new clarifications" — appears once you've worked through more than 40% of the queue. Re-runs Eval on the same sample to confirm the lift.
Ticket Statuses
Drag-drop your PSA statuses into Active, Inactive, and Closed bins.
Defines what "closed" means for the Eval sample, only Closed tickets get sampled.
Red chip with ✗ = a status ID you previously classified is no longer in your PSA picklist; drag to Inactive to clean it up.
Save button at the top of the island.
PSA Connection (Labeling API user)
Provider, base URL, Ekkie engineer ID: read-only, set up by Ekkie support.
Time entry minutes: editable. Duration Ekkie logs on each ticket it labels.
Test Connection: verifies Ekkie reaches your PSA with the Labeling credentials.
Potential issues
Credentials not configured on Test Connection → contact Ekkie support.
0% on a field after Eval → field is off in Labels, or its enabled values have no definitions.
Red status chip with ✗ → that status was removed from your PSA; drag to Inactive.