Viewing intelligent triage predictions and suggested macros

Tip: You must have the Advanced AI add-on and have Agent Workspace activated to use the features described in this article.

Intelligence is a section of the context panel in the Zendesk Agent Workspace that shows agents the following information:

• The ticket’s predicted intent, language, and sentiment. This information comes from intelligent triage, and is intended to give agents additional context about the ticket. For more information, see Automatically triaging tickets based on intent, language, and sentiment.
• The top three suggested macros. These suggestions are based on the content of the ticket and help agents provide the requester with quick and efficient support. Suggested macros appear only if your account includes enough macro usage data. For more information, see Using suggested macros.

This article contains the following topics:

• Configuring Intelligence
• Accessing Intelligence
• Changing a ticket’s intent, language, or sentiment in Intelligence
• Applying a suggested macro in Intelligence

Configuring Intelligence

In Admin Center, you can configure whether the Intelligence section appears in the context panel and which options are available within it.

To configure the Intelligence section

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.
2. In the Intelligence section, choose from the following options:
   • Turn on Intelligence. Turned on by default. Deselect this option to prevent Intelligence from appearing in the context panel.
   • Predictions. Turned on by default. Deselect this option to prevent intelligent triage predictions (intent, language, and sentiment) from appearing in Intelligence.
     Note: This setting controls only the visibility of predictions in Intelligence after they’re turned on. To turn on prediction types, see Turning on and configuring intelligent triage.
   • Suggested macros. Turned on by default. Deselect this option to prevent suggested macros from appearing in Intelligence.
     Note: This setting controls only the visibility of suggested macros in Intelligence after they’re turned on. To turn on suggested macros, see Enabling and disabling suggested macros.

     

Accessing Intelligence

The Intelligence section gives agents quick access to intelligent triage information and suggested macros.

To access the Intelligence section

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

   

   The section includes information about the ticket’s predicted intent, language, and sentiment, as well as suggested macros.

   

3. From here, you can change the intent, language, or sentiment, or apply a suggested macro.

Changing a ticket’s intent, language, or sentiment in Intelligence

In the Intelligence section, agents can change a ticket’s predicted intent, language, or sentiment.

To change a ticket’s intent, language, or sentiment

1. With a ticket open in the Zendesk Agent Workspace, open Intelligence. The top half of this section shows the ticket’s predicted intent, language, and sentiment.

   

2. To change any of the predictions, click the current value (in blue) and select a new value from the drop-down list.

Your changes are saved when you submit the ticket update.

Note: 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.

Tip: You can report on agents' manual updates to the intelligent triage prediction fields, which helps you discover trends in the types of tickets where intelligent triage isn't correctly predicting the intent, language, or sentiment.

Applying a suggested macro in Intelligence

In the Intelligence section, agents can quickly apply suggested macros to a ticket.

To apply a suggested macro

1. With a ticket open in the Zendesk Agent Workspace, open Intelligence. The bottom half of this section shows a list of suggested macros.

   

2. Hover over the macro you want and click Apply macro.

   

3. Alternatively, if you want to see the contents of a macro before applying it, click the options button () and select Preview macro. A new window appears, showing the macro's text and other important details. From here, you can click Apply Macro.

   

4. If none of the suggested macros fit the situation, you can click the search icon () to begin searching for any macro that you have permission to see. Type your search terms and press Enter. Macros matching your search appear, and you can apply or preview them as described above.

   

The selected macro is applied when you submit the ticket update.