Turning off topic, sentiment, language, or entity settings

Intelligent triageuses AI to automatically classify new customer support tickets by topic, sentiment, language, and entities, such as product names.

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You can turn off intelligent triage classification for topics, sentiment, and language individually. For entities, you can stop updating ticket fields and highlighting detected values, or delete the associated custom field. Turning off or deleting an entity removes its highlighting from all tickets, including older ones.

Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the Copilot add-on.

Intelligent triage uses AI to automatically classify new customer support tickets by topic, sentiment, language, and entities, such as product names.

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

This article contains the following topics:

• Turning off intelligent triage settings
• Turning off or deleting an entity

Related articles:

• Automatically classifying tickets with intelligent triage
• Classifying unique information in tickets with entities

Turning off intelligent triage settings

By default, topic, sentiment, and language settings are all turned on. You can turn off any of these settings individually in Admin Center. For more information about these classifications, see Automatically classifying tickets with intelligent triage.

To turn off topic, sentiment, or language settings

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

   

4. Click Save.

Turning off or deleting an entity

If you no longer want an entity to be classified in tickets, you can either turn off entity classification or delete the custom field associated with the entity. In both cases, entity-related highlighting is removed from all tickets, including tickets that were created while the entity was active.

To turn off entity classification 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 () for the entity you want to delete.
3. Click Delete.
4. Click Delete to confirm.

Article Q&A

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How do I turn off intelligent triage topic, sentiment, or language detection?

In Admin Center, click AI, then select Intelligent triage > Topic. Click Manage Settings, deselect Detect, and click Save. These settings are on by default and can be turned off individually.

How can I stop an entity from being classified, and what happens to its highlighting?

In Admin Center, go to AI > Intelligent triage > Entity and select the entity. Under Update ticket fields with detected values, choose Don't update ticket fields, deselect Highlight entity values in all messages, and save. Entity-related highlighting is removed from all tickets, including tickets created while the entity was active.

What are my options for removing an entity, and what plans or add-ons do I need for intelligent triage?

You can turn off entity classification or delete the custom field associated with the entity; either option removes entity-related highlighting from all tickets. Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the Copilot add-on.