We’re thrilled to announce an early access program (EAP) for a new and powerful way to triage tickets with Zendesk.
What is intelligent triage?
Intelligent triage uses artificial intelligence (AI) to enrich your tickets with actionable information without the help of agents or admins. Specifically, intelligent triage uses AI to predict the intent and language for new tickets. Intelligent 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 intelligent 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 intelligent 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 intelligent triage, we invite you to join the waiting list.
6 Comments
So exciting!!
If "You can also use intelligent triage to increase your support team’s efficiency by configuring triggers that reply to tickets with public or private comments." means that we'll finally have a supported method of achieving this a lot of admins are going to be very happy.
Hey,
Monika Vogel Is there any way a partner can get on the closed beta at all?
Best,
Amie
Hi Amie - SCX
No other way than signing up to the waitlist and then we get in touch as soon as the opportunity opens up. We're working hard on making it available to as many as possible, but this will take several months.
Thanks for your patience.
Hi Monika Vogel, is the EAP still running?
Hi Christopher Stock, yes the EAP is running in a closed form today, and will gradually open up to customers on our waiting list as soon as we can support more.
Anyone who joined our waiting list can expect to be informed on email as soon as we can support their account. However, prepare that it might take some months before we have the right models for you to try out. Although we're testing in our EAP phase, we still want to make sure that the customer intent predictions that drive the Intelligent Triage offer a basis for useful ticket automations, and are not disruptive to your existing workflows.
In the meantime, we would appreciate to know about your needs and expectations in our community forum. Examples of questions which we're curious about are:
Thank you for your patience and your inputs!
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