Viewing intelligent triage predictions

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Tip: You must have the Advanced AI add-on to use this feature.

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.

Tip: If you expect to see intelligent triage predictions on tickets but don't, see Why didn't intelligent triage add predictions to a ticket?

This article contains the following topics:

• Viewing and updating intelligent triage predictions within a ticket
• Viewing and updating intelligent triage predictions in Intelligence

Related articles:

• Turning on and configuring Intelligence in the context panel (Legacy)

Viewing and updating intelligent triage predictions within a ticket

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

1. In the Agent Workspace, open any ticket.
2. 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.

     

3. (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.

You can also view the intent in the ticket header. (If you purchased Advanced AI after October 9, 2024 and haven’t migrated to agent copilot, see Viewing and updating intelligent triage predictions in Intelligence instead.)

To view a ticket’s intent

1. In the Agent Workspace, open any ticket.
2. In the ticket header, view the intent.

   You can hover over it to see the full text if necessary.

   

3. (Optional) To change the intent, click the current value and select a new value from the drop-down list.

   

Viewing and updating intelligent triage predictions in Intelligence

Note: This section applies only if you purchased the Advanced AI add-on before October 9, 2024 and haven’t migrated to agent copilot. If you purchased it after that date, see Viewing and updating intelligent triage predictions within a ticket instead.

The Intelligence section gives you quick access to 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 in Intelligence

1. In the Agent Workspace, open any ticket.
2. Click the Intelligence icon () to open the section.

   Within Intelligence, the Predictions section includes information about the ticket’s predicted intent, language, and sentiment.

   

3. (Optional) To change any of the predictions, click the current value (in blue) 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.

Your changes are saved when you submit the ticket update.