Intelligent triage uses AI to automatically classify incoming support tickets by topic, sentiment, language, and entities, such as product names. You can use these classifications to improve your workflows, set up views for teams, and enhance your Explore reports.
The following articles contain more information about intelligent triage:
- About intelligent triage
- Automatically classifying tickets with intelligent triage
- Turning off topic, sentiment, language, or entity detection
- Accessing and viewing intelligent triage topics
- Creating custom topics
- Improving topic quality with personalized recommendations
- Classifying unique information in tickets with entities
- Editing entity synonyms and detection settings
- Configuring how intelligent triage classifications appear for agents
- Viewing intelligent triage classifications in tickets
- Choosing a routing method for automatically triaged tickets
- Routing automatically triaged tickets using omnichannel routing
- Routing automatically triaged tickets using standalone skills-based routing
- Creating views for automatically triaged tickets
- Intelligent triage use cases and workflows
- Analyzing intelligent triage results and taking action
- 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 classifications and confidence
- Explore recipe: Intelligent triage changes to topic
- Explore recipe: Comparing intelligent triage topic classifications with a custom About field
- Explore recipe: Breakdown of CSAT by customer sentiment
- Explore recipe: Tracking sentiment and topic changes in tickets