About intelligent triage and Intelligence in the context panel

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11 Comments

  • Saren Black

    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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  • James Molina

    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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  • Amie

    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!

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

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  • Amie

    Hey Jake Bantz

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

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  • Tommy

    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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  • Pete Holborow

    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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  • Pete Holborow

    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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