The Intelligent triage dashboard provides valuable insights into your tickets, which you can use to improve your workflows and determine how effective your support is. For example, you can see why your users are reaching out (with topics) and how they feel (with sentiment).

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The Intelligent triage dashboard provides valuable insights into your tickets, which you can use to improve your workflows and determine how effective your support is. For example, you can see why your users are reaching out (with topics) and how they feel (with sentiment).

The Intelligent triage dataset reflects the classification values (topic, language, and sentiment) intelligent triage assigned and the detected entities you've defined. If an agent or business rule changes the values of the intelligent triage ticket fields, the updated value will not be reflected in this dataset. To see those ticket fields' current or updated values, create custom reports with the Support - Tickets, Support - Updates history, or Chat - Messaging tickets datasets.

Explore features a prebuilt dashboard that displays your intelligent triage data. You can edit and customize prebuilt dashboards by cloning them (see Cloning dashboards).

Note: To view the intelligent triage dashboard, you must configure intelligent triage in your account. For more information, see Automatically classifying tickets with intelligent triage.

This article contains the following topics:

  • Opening the dashboard
  • Understanding the dashboard reports
  • Creating custom intelligent triage reports

Opening the dashboard

Use this procedure to open the intelligent triage dashboard.

To access the intelligent triage dashboard
  1. In any product, click the Zendesk Products icon () in the top bar, then select Analytics.
  2. From the list of dashboards, click the Zendesk Copilot: Intelligent triage dashboard.

    All reports in this dashboard use the Zendesk AI > Intelligent triage dataset.

Understanding the dashboard reports

The intelligent triage dashboard is split into four tabs:

  • The Overview tab shows information about tickets enriched with topic, language, and sentiment.
  • The Topic tab shows information about tickets enriched with topic.
  • The Entity tab shows information about tickets enriched with entities.
  • The Language tab shows information about tickets enriched with language.
  • The Sentiment tab shows information about tickets enriched with sentiment.

To learn about the available reports on each tab, see Analyzing your intelligent triage activity.

Creating custom intelligent triage reports

The prebuilt intelligent triage dashboard is a great starting point for monitoring your intelligent triage activity. If you want more control over your reporting, these Explore recipes show you how to build custom reports using intelligent triage data:

  • Explore recipe: Intelligent triage classifications and confidence
  • Explore recipe: Intelligent triage changes to topic
  • Explore recipe: Comparing intelligent triage topic classifications with a custom About field
  • Explore recipe: Breakdown of CSAT by customer sentiment
  • Explore recipe: Tracking sentiment and topic changes in tickets
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