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 does not analyze tickets retroactively. Only tickets created after intelligent triage is turned on are processed for predictions. To see when intelligent triage was turned on, 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 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.
Ticket created through unsupported channels or methods
Some channels or ticket sources do not support intelligent triage predictions:
- Closed tickets and follow-up tickets to closed tickets
- Tickets created using the Ticket Import API
- Channels not configured for intelligent triage in the settings
To see which channels intelligent triage predictions are available for, see Turning on and configuring intelligent triage.
Ticket created with a internal comment
Intelligent triage only classifies tickets that are created with a public comment. Tickets that are created with an internal note or without any public comment will not receive predictions.
Required prediction types are not turned on in settings
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.
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, but 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 the ticket is created. 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.
Ticket was closed before predictions could be added
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.
System or processing error
In rare cases, a technical error may prevent predictions from being added.
For more information about the intelligent triage dashboard and dataset, review the following articles: