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About intelligent triage



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Erin O'Callaghan

Zendesk Documentation Team

Edited Oct 09, 2024


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13 comments

Is there a way to disable this function? We do not need this and it is cluttering up the UI. It is now the default panel that is open when opening a ticket so it requires extra clicks to navigate to the Interactions panel/ User Profile. 

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Is it possible to add additional Taxonomy values beyond the system defaults?

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Jake Bantz

Zendesk Product Manager

James,

It is not possible to add additional values. We will continue to train the models and add values as is appropriate. Customizing or adding intents is a feature request we're exploring at this time.

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hey Jake Bantz or Erin O'Callaghan

The video in this article is busted and showing a request access to view this video error. Can you please get this fixed so people can watch the vid in this article? :)

Best,

Amie

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Jake Bantz

Zendesk Product Manager

Hi Amie Brennan!

Thanks for the heads up. I think it's fixed now. Can you try again?

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Hey Jake Bantz

Thanks so much! Looking good from my end now too. :)

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Well, there's no way to disable the feature wich is very odd 

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Jake Bantz

Zendesk Product Manager

Tommy

Intelligent triage can be disabled via the same settings page where the feature is activated.

Additionally if you want to disable the related intelligence context panel features, those can now be disabled via the admin center as described here.

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Have just enabled this and am excited about the potential. I've noticed that a few tickets are coming through with what I would consider the wrong intent. I see that it's possible to pick a different intent from the Intelligence panel.

My question is - does the system learn from these adjustments so that it better categorises our tickets moving forwards?

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David Falé

Zendesk Product Manager

Hi Pete Holborow

It doesn't learn directly from agent feedback at the moment, but the model keeps evolving indirectly through our regular updates.

This means that any intent changes will only be reflected in your internal reporting. We are working to track these changes and learn from them in the first half of 2024.

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Thank you, that's useful to know. We probably won't have the extra time to change intents if the system isn't learning from them - but great to know that it's on the roadmap for improvements.

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Hi there! 

I'm trying to pull together a little introduction to Intelligent Triage for the agents (not those of us that are helping to setup etc). I tried searching and am not finding information that focuses on content for the agents themselves. 

Apologies if I've missed anything (nothing has come up easily to the top of the search results). Is there such content?  

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Bernard Aguirre 

We do have a Youtube tutorial for our Intelligent Triage which would also walk both agents and admins on the tool. Here's the link! Hope this helps!

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