Why didn’t intelligent triage add predictions to a ticket?

Question

I turned on intelligent triage, but the intent, language, and sentiment predictions are missing from some tickets. Instead of a prediction, I see Not available, Inactive, Excluded, Unsupported channel, or Error.

Answer

The table below summarizes the prediction statuses you might see, what they mean, and more information about what to do next.

Prediction status	What it might mean	More information
Not available	The ticket was created before intelligent triage was turned on.	Intelligent triage doesn’t analyze tickets retroactively. If the ticket was created before intelligent triage was turned on, no predictions are added to it. To see when intelligent triage was turned on, view the audit log and look for any entries that mention intelligent triage. To turn on intelligent triage, see Turning on and configuring intelligent triage.
	Intelligent triage predictions are being overwritten by other integrations.	Check the events view of the ticket to see whether predictions were added and later removed by an integration adding tag values. If this is the case, contact Zendesk Customer Support.
	The ticket was closed by a trigger before intelligent triage predictions could be added to it.	If you have a trigger that automatically closes tickets, consider adding one or more of the following to the Meet ALL of the following conditions section of the trigger, depending on which predictions you want to be added to tickets before they're closed: Ticket > Intent \| Present Ticket > Language \| Present Ticket > Sentiment \| Present For more information, see Building trigger condition statements.
	The ticket was created via the Ticket Import API.	Intelligent triage doesn’t support tickets created via the Ticket Import API, so no predictions are added.
Inactive	(Intent only) The prediction type is not available on your account.	Your account must meet these requirements to qualify for intent detection. If you don't meet the industry and model fit requirements, you won't see intent predictions on tickets, but you can still see language and sentiment predictions.
Inactive	The prediction type is turned off.	The prediction type isn't turned on in Admin Center. Predictions for intent, language, and sentiment must be turned on and configured separately. To turn on a prediction type, see Turning on and configuring intelligent triage.
Excluded	The prediction type is disabled for the ticket's channel.	You can specify which ticket channels intelligent triage should work with. If a channel isn’t configured in intelligent triage settings, no predictions will appear on tickets created in that channel. To configure channels, see Turning on and configuring intelligent triage.
Excluded	The ticket was created by an agent, and the Ignore agent-initiated tickets checkbox is selected.	If the Ignore agent-initiated tickets checkbox is selected, no predictions will be added to tickets created by agents. If you’re testing intelligent triage, we recommend clearing this checkbox so that agent-created tickets are enriched with intelligent triage predictions. To clear the checkbox, see Turning on and configuring intelligent triage. When this checkbox is selected, suspended tickets that are recovered are not enriched with intelligent triage predictions.
Unsupported channel	Intelligent triage predictions are not supported for the ticket channel. For example, Closed tickets and follow-up tickets to Closed tickets.	To see which channels intelligent triage predictions are available for, see Turning on and configuring intelligent triage.
Error	A system error occurred, such as a processing timeout.	For help, see Contacting Zendesk Customer Support.

For more information, see the article: Automatically detecting customer intent, language, and sentiment.

The Intelligent triage dashboard and dataset also offers an optimized Explore experience to interact with the metrics and attributes specific to intelligent triage while providing a variety of widely adopted metrics to help you identify room for improvement as well as measure the changes you have made in response to these intelligent triage insights.

For more information about the intelligent triage dashboard and dataset, please review: