Intelligent triage resources

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
• Automatically detecting customer intent, language, and sentiment
• Viewing intelligent triage predictions and suggested macros with Intelligence 
• 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
• 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