Our event on November 14 focused on how to optimize your service operations with intelligent triage. Our audience heard from a panel of Zendesk experts who shared how to enhance customer support and streamlining service operations through intelligent triage practices. Sharing valuable tips on leveraging AI-driven triage solutions to automatically categorize and prioritize tickets, ensuring urgent issues receive immediate attention and improving overall workflow efficiency. Below you'll find a collection of the questions asked from other customer along with resources shared at out event and a full recording of the event!
Event Recording
Q&A Summary
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.
Resources: Viewing and managing intelligent triage predictions
Absolutely! We understand the importance of flexibility in managing your business needs. That’s why we’re excited to share that administrators will soon have the ability to deactivate intents that no longer serve your business objectives.
Starting in Q1, you will have the ability to create your own custom intents in Intelligent Triage.
Yes, absolutely! Intelligent Triage enhances each ticket by analyzing the intent and sentiment of the language used. When you have your entities configured, it extracts relevant information, allowing you to take action based on that data. This means you can assign tickets to the appropriate team or department. Specifically, if the ticket contains details about a product, the feature can automatically extract that information and ensure it is directed to the right place.
Yes, Intelligent Triage can definitely assist with that! You won’t need any additional training to prioritize tickets. Instead, you can create rules and triggers based on the information available in your tickets. This allows you to adjust the priority field according to your specific business requirements. By leveraging the data you have, you can effectively identify and prioritize urgent tickets in a way that aligns with your organization’s needs.
Resources: Intelligent triage resources
Not at this time but it is something we're looking into!
Yes, it’s a good practice to inform users when they receive an automated response, regardless of whether it’s generated by AI or other means. While it’s not mandatory, clearly identifying automated replies helps set the right expectations for customers. This transparency can enhance the overall customer experience by providing context about the nature of the response.
Yes, intelligent triage is part of our Advanced AI Add-on.
Resources: About Zendesk Advanced AI
When you activate intelligent triage, it will only analyze the tickets created from that moment on.
Automated resolution dashboards are not part of the intelligent triage dashboard.
Resources: Managing your automated resolutions
Check out the following article: Viewing and managing intelligent triage predictions
Event Resources
- How to optimize your service operations with Intelligent Triage Deck
- Event recording
- Understand your Operations with Zendesk's Intelligent Triage Dashboard Demo
- Eliminate Manual Triage with Zendesk Intelligent Triage Predictions Demo
- Automate your Top Requests with Intelligent Triage Predictions Demo
- Streamline Time Sensitive Escalations with Zendesk Intelligent Triage Predictions Demo
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