Viewing and managing intelligent triage predictions

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

This article contains the following topics:

• Viewing all intent, sentiment, and language values
• Editing intent names and descriptions
• Deactivating intents
• 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, sentiment, and language values

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

To see all values for a prediction type

1. Go to the page for the prediction type you want to view:
   • In Admin Center, click AI in the sidebar, then select Intelligent triage > Intent.
   • In Admin Center, click AI in the sidebar, then select Intelligent triage > Sentiment.
   • In Admin Center, click AI in the sidebar, then select Intelligent triage > Language.
2. View the list of values on the page.

   For intents, click any category in the list to expand it, then click any subcategory to expand it to view individual intents and their descriptions.

   

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

3. To search for a specific value, use the search bar.
4. 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.
5. 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, deactivated intents, or custom 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 intents

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Intent.
2. Click Filter and select which intents you want to see: Edited, New, Inactive or Custom.

   

Editing intent names and descriptions

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

Intelligent triage continues to detect tickets based on the original intent, even after its 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.

If needed, you can also restore an edited intent's name to its default name.

To edit an intent name or description

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Intent.
2. (Optional) Change the language by clicking Actions > View language and select the language you want to edit intents for.
3. Browse or search to find the intent you want to edit.
4. Hover your mouse over the intent, click the options () icon, and select Manage intent.

   

5. Update the Name or Description of the intent.

   

6. Click Save changes.

   The intent is automatically marked with an Edited label 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 AI in the sidebar, then select Intelligent triage > Intent.
2. Browse or search to find the intent you want to restore.
3. 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.

To deactivate an intent

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Intent.
2. Browse or search to find the custom intent you want to activate or deactivate.
3. Hover your mouse over the intent, click the options () icon, and select Activate or Deactivate.

   

4. 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.

   

Allowing agents to see and update intelligent triage fields

When you turn on intelligent triage, the system automatically fills out the intent, sentiment, and language fields, but these fields aren't always visible in tickets. Specifically:

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

If you opt to let agents see the intent, sentiment, and language 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, sentiment, or language 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, sentiment, or language.