Best practice for trending service issues

[Lori Harris]

We are looking for creative solutions to identify trending service concerns of a similar nature, perhaps by keywords in subject or description to link similar issues. Then we would like to be able to aggregate response on solution. This request came from our incident response team, in the hopes they could isolate and respond to issues in a more timely manner.

examples of issue they were thinking of:

VPN issues for specific location

Application specific problems

Printer issues for specific machine

[Lori Harris]

I thought there was emerging AI to build knowledge base based on historical solutions to issues. Does anyone have recommendations outside of the Atlassian ecosystem?