From within a ticket, you can see the ticket’s predicted intent, language, and sentiment. This information comes from intelligent triage and gives you additional context about the ticket to help you resolve the customer’s request more quickly.
This article contains the following topics:
Viewing and updating intelligent triage predictions in the ticket properties panel
The ticket properties panel within a ticket shows the intelligent triage predictions. From here, you can change a ticket’s intent, language, or sentiment if the original prediction isn't accurate.
To view intelligent triage predictions within a ticket
- In the Agent Workspace, open any ticket.
- In the ticket properties panel on the left, view the following ticket
fields:
- Intent: A prediction of what the customer is asking about in the ticket.
- Intent confidence: How likely it is that the intent prediction is correct.
- Sentiment: A prediction of how the customer feels about their request.
- Sentiment confidence: How likely it is that the sentiment prediction is correct.
- Language: A prediction of what language the ticket is written in.
-
Language confidence: How likely it is that the language
prediction is correct.
- (Optional) To change any of the values, click the appropriate field and
select a new value from the drop-down list.Note: Intelligent triage predictions are based on a ticket’s first message only. Any updates you make to these fields should still be based on the first message. Additionally, updating these fields doesn't train the machine learning model responsible for intelligent triage.
Viewing and updating a ticket's intent in the ticket header
You can also view the intent in the ticket header.
To view a ticket’s intent
- In the Agent Workspace, open any ticket.
- In the ticket header, view the intent.
You can hover over it to see the full text if necessary.
- (Optional) To change the intent, click the current value and select a new
value from the drop-down list.
9 comments
Gigi Reist
Are there plans to make this available for lower tier plans like Growth and Professional, or will this be restricted to Enterprise and up?
0
Riah Lao
When will this feature be fully available for all plans?
0
David Falé
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.
0
Denise Sehlmeyer
Is this being rolled out to to all Enterprise users? if so when can we expect it?
0
Kelly
When will this be released?
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Emily Hillerman
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.
1
Kévin Arnoult
What's the benefit of having agents be able to change the fields if that doesn't influence the model?
Thanks!!!
2
Lucas Case
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).
0
Shawna James
0