Announcing the Ticket Predictions API is in early access

The Ticket Predictions API has entered early access. The new 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 data lets you build extensions that automatically triage tickets, assigning them to agents who speak the language and have the right expertise.

See the API documentation for more information.

To learn more and to sign up to this EAP, see the main announcement in the help center.