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Viewing intelligent triage predictions



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Erin O'Callaghan

Zendesk Documentation Team

Edited Feb 11, 2025


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9 comments

Are there plans to make this available for lower tier plans like Growth and Professional, or will this be restricted to Enterprise and up?

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When will this feature be fully available for all plans?

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David Falé

Zendesk Product Manager

Hi Oliver,

We are only supporting Retail and Ecommerce industries (B2C) for the time being. You can check the industry-related requirements here. These are the same for both Intelligent triage and Smart assist.

We will be adding more industries during the coming year and will notify you once your industry is supported.

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Is this being rolled out to to all Enterprise users? if so when can we expect it?

 

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When will this be released?

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Will there be any plans for the tickets to automatically generate a summary once they are closed that can be pulled from explore?  When we are reviewing potential issues and problems, having a summarization of each ticket would be very valuable as opposed to having someone manually review all tickets matching certain criteria. 

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Changing the intent, language, or sentiment doesn't influence the machine learning model responsible for intelligent triage. In other words, agents can't train the model.

What's the benefit of having agents be able to change the fields if that doesn't influence the model?

Thanks!!!

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The (suggested) macro's recently changed in the intelligence section, they used to be expanded when opening the ticket or opening the intelligence section (instead of being collapsed and only visible when clicking this tab open).

Is this a temporary change to facilitate some other changes/configurability later on? Otherwise, this isn't a change for the better (even in the meanwhile remembering the previous state of the suggested macro's to be collapsed or expanded would help).

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Shawna James

Community Product Feedback Specialist

Hey Roy, thank you so much for taking the time to provide us with your feedback here. It looks like you have some product feedback here so wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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