Viewing intelligent triage predictions and suggested macros

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  • 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?

  • Riah Lao

    When will this feature be fully available for all plans?

  • 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.

  • Denise Sehlmeyer

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


  • Kelly

    When will this be released?

  • Emily Hillermann

    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. 

  • Kévin Arnoult

    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?



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