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Learn how to turn off intent, sentiment, language, or entity detection in Admin Center. These settings, part of intelligent triage, are on by default and help analyze support tickets. You can disable them if needed, removing related highlights from tickets. This flexibility allows you to manage how AI enriches your support tickets with actionable details.

Intelligent triage uses artificial intelligence (AI) to automatically analyze new support tickets by predicting customer intent, sentiment, and language, and enriches tickets with actionable details, such as product names.

By default, intelligent triage intent, sentiment, and language detection settings are turned on. This article describes how admins can turn off these settings in Admin Center. If you've configured entity detection, you can turn off or delete an entity so that it's no longer detected in tickets.

This article contains the following topics:

  • Turning off intent detection
  • Turning off sentiment prediction
  • Turning off language detection
  • Turning off or deleting an entity

Related articles:

  • Automatically detecting customer intent, sentiment, and language
  • Detecting unique information in tickets with entities

Turning off intent detection

Intents are predictions about what each ticket is about. You can configure intent settings in Admin Center.

By default, intent detection is turned on.

To learn more about intents, see Accessing and viewing intelligent triage intents.

To turn off intent detection

  1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Intent.
  2. Click Manage Settings.
  3. Deselect Detect intent.

  4. Click Save.

Turning off sentiment prediction

Sentiments are predictions about how the user feels about their request. You can configure sentiment settings in Admin Center.

By default, sentiment detection is turned on.

To turn off sentiment prediction

  1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Sentiment.
  2. Click Manage Settings.
  3. Deselect Detect sentiment.

  4. Click Save.

Turning off language detection

Language is a prediction of what language the ticket is written in. You can configure language detection settings in Admin Center.

By default, language detection is turned on.

To turn off language detection

  1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Language.
  2. Click Manage Settings.
  3. Deselect Detect language.

  4. Click Save.

Turning off or deleting an entity

If you no longer want an entity to be detected in tickets, you can delete the custom field associated with the entity. When you do this, entity-related highlighting is removed from all tickets, even tickets that were created while the entity was active.

If you don’t want to delete the custom field, but you don’t want it to be active for a while, you can turn it off instead. When you do this, all entity-related highlighting is removed from all tickets, just like when you delete a custom field.

To turn off entity detection for a custom field

  1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
  2. Click the entity you want to turn off.
  3. Under Update ticket fields with detected values select Don't update ticket fields.
  4. Deselect Highlight entity values in all messages.
  5. Click Save.

To delete a custom field associated with an entity

  1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
  2. Click the options menu icon () for the custom field associated with the entity you want to delete.
  3. Select Delete.
  4. Click Delete in the confirmation message.
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