Intelligent triageuses AI to automatically classify new customer support tickets by topic, sentiment, and language, and enriches tickets with entities, such as product names. You can use these classifications to create views that route tickets to the right groups and help supervisors monitor queue health. For example, create views for billing topics, specific languages, or tickets from upset requesters.

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Intelligent triage uses AI to automatically classify new customer support tickets by topic, sentiment, and language, and enriches tickets with entities, such as product names. You can use these classifications to create views that route tickets to the right groups and help supervisors monitor queue health. For example, create views for billing topics, specific languages, or tickets from upset requesters.

This approach is typically most helpful for small organizations with relatively few agents. For larger organizations, it's recommended to use omnichannel routing, standalone skills-based routing, or triggers to route tickets based on intelligent triage classifications. See Choosing a routing method for automatically triaged tickets.

For more information on creating views, see Creating views to manage ticket workflow.

This article contains the following topics:
  • Creating a view for all topics
  • Creating views for a specific topic
  • Creating views for a specific language
  • Creating views for specific sentiments
Note: When creating views in Admin Center, intelligent triage values are available only in English. However, intelligent triage is capable of classifying content in the languages listed here.

Creating a view for all topics

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

To create a view grouped by topic
  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 topic).
  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 Topic and Language.
  7. Under Group by, select Topic, 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 topic.

Creating views for a specific topic

You can create a view for a specific topic, such as 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 topic (for example, frequent or sensitive topics) are being handled by their teams.

To create a view for a specific topic
  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
    • Topic | Is | Billing::Refund::Refund request

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

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

  7. Under Formatting options, choose the Columns you want to add to your view. It can be helpful to add Topic 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 classified as 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, such as 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 Topic.
  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 Topic.
  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 classified that 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.

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