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Intelligent triage resources




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15 comments

When is Sentiment coming?

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Hi Riah Lao,

we at Tekst.ai already provide multilingual sentiment detection and this is plug&play integrated with Zendesk, interested in testing this out?

Feel free to reach out: tiebe@tekst.ai :)

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Is it possible to add additional Taxonomy values beyond the system defaults?

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Jake Bantz

Zendesk Product Manager

Hey James Molina!

I think I tackled your question here already. Thanks for engaging on our Help Center!

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Hi

Does intelligent triage (intent etc) work on follow-up tickets?

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Jake Bantz

Zendesk Product Manager

Hi Chad Susa (Gravity CX - Zendesk Partner),

Intelligent triage does not enrich follow-up tickets as those tickets inherit the field values set on their parent tickets.

If you have some ideas on how you would like follow-up tickets to work with intelligent triage, please reach out in our feedback topic here so we can see what you have in mind. We've discussed the follow-up ticket use case, but we want to be mindful of workflows which have been configured relying on the inborn behaviors. So your input is certainly welcome and appreciated to get some added perspective.

Thanks!

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Hi

Does intelligent triage work in all channels?

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Francis Casino

Zendesk Customer Care

Hello Maria,
 
I hope you're having a wonderful day!
 
Intelligent Triage is mainly designed for email channels, where it can efficiently analyze incoming emails, identify their intent, language, and sentiment, and categorize them accordingly. While it's possible to include other channels, we generally advise against it.
 
Please keep in mind that Intelligent Triage may not be compatible with all channels like chat or social media messaging. The level of support for various channels can differ depending on the continuous development work and updates to the Zendesk platform.

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Alexia

Zendesk Luminary

The intent is shown up as unavailable since a year ago when we first got the AI to add-on. We don't have most of our AI add-on features; we need to be connected with someone who can up. It's been a year.

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Jake Bantz

Zendesk Product Manager

Hi Alexia, if you are a subscriber to Advanced AI, you should be able to activate any features which don't require intents. The instructions should be in the respective documentation for each feature listed here. The requirements for intent predictions is documented in this article which can hopefully help you identify why intent isn't available on your account.

 

If you are still unsure what's going on from that point, please engage our support team.

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Alexia

Zendesk Luminary

Thank you, Jake, for your help. We were introduced to and sold this product due to the advanced bot and agent macro suggestions. Who can we speak with about this?

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Francis Casino

Zendesk Customer Care

Greetings!

 
Hey Alexia! I wanted to let you know that a ticket has been created and I'll make sure to send it over to the right team for further review.

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I cannot find an option to enable/disable Intelligent Triage for specific brands, is this possible? We'd like to test the features on brand A without rolling it out to brand B, but as of right now brand B's ticket tags are also flooded with the intelligence tags. Thanks.

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Alexia

Zendesk Luminary

Thank you for fixing it. It is working now. Our team is excited to learn and interact with these new tools. 

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Jake Bantz

Zendesk Product Manager

Hi Robert vanH 

It is not possible to enable/disable by brand today. If you don't want the historic intelligent triage data and tags on those tickets, you could perhaps use a trigger to remove the values. Something like:
Conditions:

  • (Meets All) Brand is not Brand A
  • (Meets Any) Intent, Language, and Sentiment are present - this would be 3 separate conditions.

Actions:

  • Set intent, language, sentiment, and their related confidence levels back to a blank value.

If you order this trigger high in your trigger list (at least before any intelligent triage based actions), it should wipe out the fields before those fields would impact your alternate brands' tickets.

 

As this is a workaround, I will capture your feedback for our team to look at for future enhancements, but hopefully this will help you limit the reach of intelligent triage while you try it out.

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