Attention: You must have the Advanced AI add-on to use the features described in this article.
Intelligent triage uses artificial intelligence to enrich your tickets with intent and language predictions without the help of agents or admins. You can then use this information for setting up views for teams, automating with triggers or automations, and enhancing Explore reports.
The following articles contain more information about intelligent triage:
- About intelligent triage and Intelligence in the context panel
- Best practices for getting started with intelligent triage
- Automatically triaging tickets based on intent, language, and sentiment
- Viewing intelligent triage predictions and suggested macros with Intelligence
- Routing automatically triaged tickets
- Creating views for automatically triaged tickets
- Creating triggers for automatically triaged tickets
- Intelligent triage use cases and workflows
- Explore recipe: Intelligent triage predictions and confidence
- Explore recipe: Intelligent triage changes to intent
- Explore recipe: Comparing intelligent triage intent predictions with a custom About field
4 Comments
When is Sentiment coming?
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 :)
Is it possible to add additional Taxonomy values beyond the system defaults?
Hey Envoy!
I think I tackled your question here already. Thanks for engaging on our Help Center!
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