Announcing the Zendesk intelligent triage EAP

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  • Katie Dougherty
    Zendesk Digital Resources Team

    So exciting!! 

  • Carl Carver

    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. 

  • Amie Brennan


    Monika Vogel Is there any way a partner can get on the closed beta at all? 



  • Monika Vogel
    Zendesk Product Manager

    Hi Amie Brennan

    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. 

  • Christopher Stock
    Community Moderator

    Hi Monika Vogel, is the EAP still running?

  • Monika Vogel
    Zendesk Product Manager

    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:

    • Would you enable intelligent triage on all your tickets?
    • What types of automations would you configure based on your customer's intents?

    Thank you for your patience and your inputs!


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