Automatic tagging in tickets

Hello,

when a ticket (cloud for service) is created via interface (e.g. through Facebook) the system can maintain tags for this ticket based on the text of the ticket.

I found out that this tagging is done in the background by the system using SAP BusinessObjects Data Services (SAP HANA text analysis).

Does anyone have a little bit more information about this ticket tagging?

I am wondering if we can maintain the words which lead to a very urgent problem (ticket).

Thank you and BR,

Roman