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
- Automatically detecting customer intent, language, and sentiment
- Viewing and managing intelligent triage predictions
- Turning on and configuring Intelligence in the context panel (Legacy)
- Viewing intelligent triage predictions
- Choosing a routing method for automatically triaged tickets
- Creating views for automatically triaged tickets
- Intelligent triage use cases and workflows
- Analyzing intelligent triage results and taking action
- Making sense of unexpected intelligent triage predictions
- Using intelligent triage to identify and act on ticket escalations
- Overview of the Intelligent triage dashboard
- Analyzing your intelligent triage activity
- 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
- Explore recipe: Breakdown of CSAT by customer sentiment
15 comments
Riah Lao
When is Sentiment coming?
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Tekst Dev
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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James Molina
Is it possible to add additional Taxonomy values beyond the system defaults?
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Jake Bantz
Hey James Molina!
I think I tackled your question here already. Thanks for engaging on our Help Center!
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Chad Susa (Gravity CX - Zendesk Partner)
Hi
Does intelligent triage (intent etc) work on follow-up tickets?
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Jake Bantz
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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Maria Gmerek
Hi
Does intelligent triage work in all channels?
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Francis Casino
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.
2
Alexia
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
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
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
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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Robert vanH
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
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
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:
Actions:
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.
1