Question
I turned on intelligent triage, but the intent, language, and sentiment predictions are missing from some tickets.
Answer
Below are common reasons why intent, language, or sentiment predictions may not appear on a ticket:
Ticket was created before intelligent triage was enabled
Intelligent triage doesn't analyze tickets retroactively. Intelligent triage processes only tickets created after you turn it on. To see when you turned on intelligent triage, view the audit log and look for any entries that mention intelligent triage.
The ticket was created by an agent, and the Ignore agent-initiated tickets checkbox is selected
If you select the Ignore agent-initiated tickets checkbox, intelligent triage doesn't add predictions to tickets created by agents.
If you're testing intelligent triage, deselect this checkbox so intelligent triage adds predictions to agent-created tickets. To deselect the checkbox, see Turning on and configuring intelligent triage.
When you select this checkbox, intelligent triage doesn't add predictions to recovered suspended tickets.
Ticket created through unsupported channels or methods
Some channels or ticket sources don't support intelligent triage predictions:
- Tickets created using the Ticket Import API
- Channels not configured for intelligent triage in the settings
To see which channels support intelligent triage predictions, see Turning on and configuring intelligent triage.
Ticket created with an internal comment
Intelligent triage classifies only tickets created with a public comment. Tickets created with an internal note or without any public comment don't receive predictions.
Required prediction types are not turned on in settings
You didn't turn on the prediction type in Admin Center. You must turn on and configure predictions for intent, language, and sentiment separately. To turn on a prediction type, see Turning on and configuring intelligent triage.
Account is not eligible for certain prediction types
Your account must meet the 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. You can still see language and sentiment predictions.
Another integration or trigger is removing predictions
Some business rules such as triggers, automations, or integrations might overwrite or delete prediction fields after ticket creation. Check the events view of the ticket to see whether an integration added and later removed predictions by adding tag values. If this is the case, contact Zendesk Customer Support for further help.
System or processing error
In rare cases, a technical error prevents intelligent triage from adding predictions.
For more information about the intelligent triage dashboard and dataset, review the following articles: