We’re thrilled to announce an early access program (EAP) for a new and powerful way to triage tickets with Zendesk.
What is automated triage?
Automated triage uses artificial intelligence (AI) to enrich your tickets with actionable information without the help of agents or admins. Specifically, automated triage uses AI to predict the intent and language for new tickets. Automated triage enables the Zendesk ticket fields for intent and language predictions, which you can then use for:
- Setting up views for teams
- Automating with triggers or automations
- Enhancing Explore reports
You can also use automated triage to increase your support team’s efficiency by configuring triggers that reply to tickets with public or private comments.
Whether you participate in this EAP or use automated triage in the future, we invite you to share your use cases, feedback and requests with our user community.
Who can participate in the EAP?
The EAP is currently closed for registrations. However, if you are interested in automated triage, we invite you to join the waiting list.