Creating views for automatically triaged tickets

What's my plan?

You must have the Advanced AI add-on to use the features described in this article.

If you use intelligent triage, you can create views that take advantage of the intent, language, and sentiment values that are automatically assigned to tickets.

For example, you might want to create a view for a specific type of intent, such as billing, which you could then assign to your accounting or finance group. Or, you might want to create separate views for different languages, which you could then assign to groups of agents dedicated to specific language support. You could even create a view for tickets where the requesters are particularly upset, sending those tickets to a team trained to handle delicate situations.

This approach is typically most helpful for small organizations with relatively few agents. For larger organizations with many agents, we recommend using omnichannel routing, standalone skills-based routing, or triggers to route tickets based on intelligent triage predictions. See Choosing a routing method for automatically triaged tickets.

Views can also be used by supervisors and team leaders to see the health of their teams’ ticket queues.

This article walks you through examples of how to set up views for intelligent triage intents, languages, and sentiments, but feel free to customize the views however makes sense for your business. For more information on creating views, see Creating views to manage ticket workflow.

This article contains the following topics:

• Creating a view for all intents
• Creating views for a specific intent
• Creating views for a specific language
• Creating views for specific sentiments

Note: When creating views in Admin Center, intelligent triage prediction values are available only in English. However, intelligent triage is capable of evaluating content in the languages listed here.

Creating a view for all intents

You can create a view to show all of the tickets that intelligent triage has assigned an intent to. This helps you get an at-a-glance view of what your tickets are about.

To create a view grouped by intent

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click Add view.
3. At the top of the page, enter a name for the view (such as Tickets by intent).
4. Enter a Description for your view.
5. Under Tickets must meet all of these conditions to appear in the view, add the condition:

   Status | Less than | Solved

6. Under Formatting options, choose the Columns you want to add to your view. It can be helpful to add Intent and Language.
7. Under Group by, select Intent, and then select Descending.
8. Under Order by, select the ticket field you want to order your view by (within each group), and the direction of the sort.
9. Click Save.

You now have a view that shows you all non-closed tickets grouped by intent.

Creating views for a specific intent

You can create a view for a specific intent, like refund requests, and then assign that view to the group of agents that are dedicated to that specialty.

A view like this also gives supervisors a quick way to see how tickets with a certain intent (for example, frequent or sensitive topics) are being handled by their teams.

To create a view for a specific intent

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click Add view.
3. At the top of the page, enter a name for the view (such as Unassigned refund request tickets).
4. Enter a Description for your view.
5. (Optional) In the Who has access dropdown, select Agents in specific groups. In the Choose which groups have access dropdown, select the group responsible for refund requests.
6. Under Tickets must meet all of these conditions to appear in the view, add the following conditions:
   • Assignee | Is | -
   • Status | Less than | Solved
   • Intent | Is | Billing::Refund::Refund request

     

     If you’re creating a view with multiple intents, it’s easier to build a condition using Tags instead of Intent. For example, your third condition might look like this instead:

     Tags | Contain at least one of the following | all tags that start with “intent__billing”

7. Under Formatting options, choose the Columns you want to add to your view. It can be helpful to add Intent and Language.
8. Under Group by, select the ticket field you want to group your view by, and the direction of the sort.
9. Under Order by, select the ticket field you want to order your view by, and the direction of the sort.
10. Click Save.

You now have a view that shows you all unassigned tickets that intelligent triage determined to be refund requests. Your billing team can use this view to work new tickets from customers who need help with refunds.

Creating views for a specific language

You can create a view for a specific language, like Spanish, and then assign that view to the group of agents who are trained to handle requests in that language.

A view like this also gives supervisors a quick way to see how tickets for a certain language are being handled by their teams.

To create a view for a specific language

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click Add view.
3. At the top of the page, enter a name for the view (such as Unassigned tickets for Spanish support).
4. Enter a Description for your view.
5. (Optional) In the Who has access dropdown, select Agents in specific groups. In the Choose which groups have access dropdown, select the group responsible for Spanish-speaking support.
6. Under Tickets must meet all of these conditions to appear in the view, add the following conditions:
   • Assignee | Is | -
   • Status | Less than | Solved
   • Language | Is | Spanish; Castilian

     

7. Under Formatting options, choose the Columns you want to add to your view. It can be helpful to add Intent.
8. Under Group by, select the ticket field you want to group your view by, and the direction of the sort.
9. Under Order by, select the ticket field you want to order your view by, and the direction of the sort.
10. Click Save.

You now have a view that shows you all unassigned tickets where the requester speaks Spanish. Your Spanish-speaking support team can use this view to work new tickets.

Creating views for specific sentiments

You can create views for tickets based on specific sentiments (Negative and Very negative, for example) for specially trained customer service teams.

A view like this also gives supervisors a quick way to see how tickets with specific sentiments (especially unhappy customers) are being handled by their teams.

To create a view for a specific sentiment

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click Add view.
3. At the top of the page, enter a name for the view (such as Tickets with negative sentiment).
4. Enter a Description for your view.
5. (Optional) In the Who has access dropdown, select Agents in specific groups. In the Choose which groups have access dropdown, select the group responsible for handling delicate situations.
6. Under Tickets must meet all of these conditions to appear in the view, add the following conditions:
   • Assignee | Is | -
   • Status | Less than | Solved
7. Under Tickets can meet any of these conditions to appear in the view, add the following conditions:
   • Sentiment | Is | Negative
   • Sentiment | Is | Very negative

     

8. Under Formatting options, choose the Columns you want to add to your view. It can be helpful to add Intent.
9. Under Group by, select the ticket field you want to group your view by, and the direction of the sort.
10. Under Order by, select the ticket field you want to order your view by, and the direction of the sort.
11. Click Save.

You now have a view that shows you all tickets where intelligent triage predicted the customer sentiment was Negative or Very negative. Your customer service team can use this view to work new tickets where careful communication may be required.