We’re happy to announce that the Ticket Predictions API, a new addition to the Zendesk APIs, has entered early access.
The Ticket Predictions API enriches tickets with important metadata derived from machine learning models. In the early access program (EAP), the API offers the following machine learning predictions:
Language: The language the requester used to write the ticket’s subject and description. Language predictions are available to all accounts during the EAP.
Intent: What's the ticket about? It's a hard question to get right but foundational to solving requests effectively. Intent is derived from the ticket description. The intent predictions are only available for customers on the Intelligent Triage EAP.
Having this information readily available can enable automated triage to agents who speak the language and have the right expertise.
You should expect to wait 1-2 minutes after a ticket is created before receiving predictions for the ticket in question. During the EAP, however, this might take longer or you might experience unexpected results where tickets are skipped.
We'll be improving the API during the EAP but encourage you to jump into our community forum to let us know about any problems you have and how they affect your use cases.
How can I start using the new API?
If you’re interested in intent predictions, then sign up to the waiting list for the Intelligent Triage EAP and let us know that you’re interested in using the API. Please be patient while we work to make intent predictions more broadly available.