Accessing and viewing intelligent triage topics

As part ofintelligent triage, your account includes a prebuilt list of default topics specific to your industry that classify what a ticket is about. To address your specific business needs, you might alsocreate custom topicsorreview recommendations to improve your topic quality. Recommendations are made based on your ticket data.

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As part of intelligent triage, your account includes a prebuilt list of default topics specific to your industry that classify what a ticket is about. To address your specific business needs, you might also create custom topics or review recommendations to improve your topic quality. Recommendations are made based on your ticket data.

You can access all of your topics in Admin Center.

This article contains the following topics:

• Accessing the intelligent triage Topic page
• Finding topics

Related articles:

• Automatically classifying tickets with intelligent triage

Accessing the intelligent triage Topic page

You can access the Topic page from Admin Center.

To access the intelligent triage Topic page

• In Admin Center, click AI in the sidebar, then select Intelligent triage > Topic.

  

  Review details about your topics, such as coverage, which is a count of all the tickets assigned to an topic in the last 30 days.

  From this page, you can also take the following actions:

  • Find topics by searching or filtering
  • Create custom topics to address your specific business needs
  • Review and accept topic recommendations to automate topic maintenance
  • Edit and manage your topics
  • Configure your topic settings

Finding topics

You can find topics by:

• Searching topics
• Filtering topics
• Filtering topic suggestions

Searching topics

Search the list of topics to quickly find the topic you're looking for.

To search topics

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Topic.

   By default, the page opens on the Topics tab. If you want to search topic recommendations, click the Recommendations tab.

2. In the search box, start typing your search term.

Filtering topics

Filter topics by status or type

To filter topics

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Topic.
2. From the Intents tab, click Filter.
3. Select an topic Status.

   

   Select either All statuses, Active, or Inactive.

4. Select a Type.

   Select either All topics, Default, or Custom.

5. Click Apply filters.

Filtering topic recommendations

Filter the list of topic recommendations by review status or type.

To filter topic recommendations

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Topic.
2. Click the Recommendations tab, then click Filter.

   

   You can filter recommendations by status or type.

   • To filter by review status, select an option from the Status drop-down.

     Select either All, In review, Declined, or Accepted.

     If you accepted a recommendation to create a new topic, it appears on the Intents page and not in the filtered list of accepted recommendations.

   • To filter by the type of recommendation, select an option from the Type drop-down.

     Select either All, Conflict, or New topic.

3. Click Apply filters.