Automatically triaging tickets based on intent, language, and sentiment

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  • Sos Abazyan

    Hi! Will it be possible to change the intent values to our own labels/categories in the future?

  • David Falé
    Zendesk Product Manager

    Hi Sos Abazyan!

    Yes, you can change the intent field values but be careful not to subvert the meaning of the intent. Please note that the underlying intent tag will always remain with its original name.

    At the moment we also do not allow you to create new intents, but this is something we are planning to support in the future.

  • CJ Johnson

    Can you clarify what is different about detecting the language in this feature, vs people not using this? How is this different from the email-based language detection that Zendesk uses for all accounts currently? 

  • Ian Marston

    Hi David Falé

    Thanks for the info (provided to another person) re. changing the intent values

    We use CX engage for phone calls which auto generates a ticket!

    Its obvious the AI cannot properly handle the intent as the ticket subject and first element is pre-populated.

    Unfortunately the AI keeps defining the intent as "Request phone call with agent"

    I tried amending the field value "Misc::Contact::Request phone call with agent" to "Misc::Contact::Phone log"

    However, keep getting "This item is required by an installed app on your account, so it cannot be modified."


    Any suggestions please?

    Also, despite selecting all the available channels, it doesnt work on chat

  • Thomas (
    Community Moderator

    The article says that this is available for Enterprise (Plus), but the header also mentions Professional.
    Which one is it?

  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Thomas, I've updated the article to say "Suite Professional and above" to align with the header.

  • Susana


    Currently the Intent field is not user friendly, there are too many options to choose from and not the possibility to easily search within the available ones. Perhaps a "start typing" feature could be added where the Intent field would show the matching options. Example: If I type "Missing", the field would show me all available options that include the word "Missing". This would make our job much easier in case we need to change the AI pre selected Intent.



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