What's my plan?

Available on Suite Professional plans and above with add-onAvailable on Support Professional plans and above with add-on

You must have the Advanced AI add-on to use the features described in this article.

If you use intelligent triage, you can view and manage the values for the intent, language, and sentiment prediction types.

This article contains the following topics:

  • Viewing all intent, language, and sentiment values
  • Editing intent names
  • Deactivating intents
  • Requesting a new intent
  • Allowing agents to see and update intelligent triage fields

Related articles:

  • Automatically detecting customer intent, language, and sentiment
  • Making sense of unexpected intelligent triage predictions

Viewing all intent, language, and sentiment values

In Admin Center, you can see all possible values for the intent, language, and sentiment prediction types. You can also see these values in any of the supported languages.

To see all possible intent, language, and sentiment values

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Intelligent triage.
  2. Click Settings for the prediction type you want to view (Intent, Language, or Sentiment).
  3. Click the Taxonomy tab.

  4. (Intent only) Click any category in the list to expand it to view the subcategories. Click any subcategory to expand it to view individual intents.

    Alternatively, click Actions > Expand all to expand all categories and subcategories. Click Actions > Collapse all to collapse them again.

  5. To search for a specific value, use the search bar.
  6. To see the tags associated with each value, click Actions > Show tags. This can be helpful when building triggers or views with intelligent triage conditions.
  7. To see the values in a different language, click Actions > View language and select a language. The available languages are listed here.

Filtering intents

When you view the Intent list, you can filter it to see only edited intents, newly added intents, or deactivated intents. When Zendesk adds new values, they’re flagged with a New icon for 30 days, and a banner appears in the Taxonomy tab.

To filter by edited, new, or deactivated intents

  1. Open the AI Intents list.
  2. On the Taxonomy tab, click Filter > New.
  3. Select Edited, New, or Inactive, depending on which type of intent you want to see.

    Alternatively, if the New intents added to your list banner appears in the Taxonomy tab, you can click the View new intents link to open a side panel that shows which intents have been added in the last 30 days.

Editing intent names

You can edit an intent’s name in any supported language to better reflect the terminology preferred by your organization.

Editing an intent name doesn’t change the intent itself. Intelligent triage continues to detect tickets based on the original intent, even after its name has been edited. Because of this, you should only edit intent names to make small adjustments to an intent’s terminology, not updates that completely change the meaning of an intent.

To edit an intent name

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Intelligent triage.
  2. Click Settings for the Intent prediction type.
  3. (Optional) Change the language by clicking Actions > View language and select the language you want to edit intents for.
  4. Browse or search to find the intent you want to edit.
  5. Hover your mouse over the intent, click the options () icon, and select Edit name.

  6. Update the name of the intent and click the checkmark.

    The intent is automatically marked with an Edited icon to let you know that it has been changed from its original name.

To restore an intent name to its default value

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Intelligent triage.
  2. Click Settings for the Intent prediction type.
  3. Browse or search to find the intent you want to restore.
  4. Hover your mouse over the intent, click the options () icon, and select Restore default name.

Deactivating intents

You can deactivate intents that aren’t useful for your account anymore. If you’re participating in the custom intents early access program (EAP), you can also deactivate custom intents.

Zendesk may deactivate intent values if the intent is no longer available or relevant to your account. Intent values may also be reactivated by Zendesk if they become relevant again.

You can reactivate intents values as needed but can’t reactivate intents that were deactivated by Zendesk.

When you deactivate an intent or Zendesk deactivates an intent, the intent will no longer be detected in new tickets. If you have any business rules, such as triggers, view or automations, that are based on the deactivated intent, they will stop working. Deactivated intents still appear in Explore reports.

At least one default intent must remain active.
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Intelligent triage.
  2. Click Intent.
  3. Select the Intent list tab.
  4. Browse or search to find the custom intent you want to activate or deactivate.
  5. Hover your mouse over the intent, click the options () icon, and select Activate or Deactivate.

  6. Confirm your selection by clicking either Activate intent or Deactivate intent.

    The intent’s status is updated in the intent list. Deactivated intents are labeled “Inactive”. If you’ve activated an intent, the “Inactive” label is removed.

Requesting a new intent

If the existing values for the intent prediction type don’t meet your organization’s needs, you can request that Zendesk create a new intent for you. You must have intents turned on to request a new intent. You may request up to 50 intents, but each intent request must be submitted separately.

When you request a new intent, Zendesk performs an evaluation to determine whether the new intent can be created. The evaluation process can take up to two weeks. To track your request, an initial email is sent to you, and you’re subsequently notified of an approval or rejection and further details.

If your intent is approved, it isn’t immediately added to your account. An approval means that Zendesk will add the intent to our standard intent model and redeploy the model to make the intent available. We anticipate the model will be redeployed one to two times each quarter.

You can request a new intent in Admin Center. Intents cannot be requested in bulk.
Note: If you’ve opted out of data collection, your request cannot be approved.

To request a new intent

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Intelligent triage.
  2. Click Intent.
  3. Select the Taxonomy tab.
  4. Click the Actions drop-down and select Request new intent.

    The Request new intent page opens.

  5. Fill in the following required fields. Forms submitted without all the fields will be declined.
    • Name. A short, descriptive name for the intent. To see the intents currently available to you for comparison, see Viewing all intent, language, and sentiment values.
    • Description. An explanation of the meaning behind the intent. Remember that an intent is a prediction of what the ticket is about.
    • Placement. The category and subcategory that the new intent applies to. If you're not sure which category and subcategory to pick, select I don't know.
    • Tickets with this intent. Example tickets that the new intent applies to. You must list up to ten examples, and each ticket must:
      • Have the full URL (for example, https://<yoursubdomain>.zendesk.com/agent/tickets/1)
      • Come from the Email channel
      • Be in English
      • Have a subject and description
      • Be unique (in other words, tickets can't be repeated) but must represent the same intent
    • E-mail address. The email address that should be used to communicate the status of the request.
  6. Click Request intent.

Allowing agents to see and update intelligent triage fields

When you enable intelligent triage, the system automatically fills out the Intent, Language, and Sentiment fields, but these fields are visible in tickets by default only if you have a single ticket form.

  • If you have multiple ticket forms and you want agents to be able to see and change these fields in tickets, edit your ticket forms and add the new fields by dragging them into the form.
  • If you have a single ticket form but you don’t want agents to be able to see and change these fields in tickets, edit your default ticket form and remove the new fields by dragging them off the form.
  • If you want to use the intelligent triage field values only for Explore reporting or API use, you don’t need to add them to any ticket forms.

If you opt to let agents see the Intent, Language, and Sentiment fields in tickets, they can update the values in these fields if they feel they’re not correct.

Intelligent triage predictions are based on a ticket’s first message only. Agents should understand that any updates they make to these fields should still be based on the first message. Changing the intent, language, or sentiment doesn't influence the machine learning model responsible for intelligent triage. In other words, agents can't train the model.

Tip: You can report on agents' manual updates to the intelligent triage prediction fields, which helps you discover trends in the types of tickets where intelligent triage isn't correctly predicting the intent, language, or sentiment.
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