Intelligent triage resources

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6 Comments

  • 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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  • Riah Lao

    When is Sentiment coming?

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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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  • James Molina

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

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  • Tiebe Parmentier

    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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