Intelligence is a section of the context panel in the Zendesk Agent Workspace that shows agents the following information:
- The ticket’s predicted intent, language, and sentiment. This information comes from intelligent triage, and is intended to give agents additional context about the ticket. For more information, see Automatically detecting customer intent, language, and sentiment.
- The top three suggested macros. These suggestions are based on the content of the ticket and help agents provide the requester with quick and efficient support. Suggested macros appear only if your account includes enough macro usage data. For more information, see Using suggested macros.
This article contains the following topics:
- Accessing Intelligence
- Changing a ticket’s intent, language, or sentiment in Intelligence
- Applying a suggested macro in Intelligence
Related articles:
Accessing Intelligence
The Intelligence section gives agents quick access to intelligent triage information and suggested macros.
To access the Intelligence section
- In the Zendesk Agent Workspace, open any ticket.
- Click the Intelligence icon () to open the section.
The section includes information about the ticket’s predicted intent, language, and sentiment, as well as suggested macros.
- From here, you can change the intent, language, or sentiment, or apply a suggested macro.
Changing a ticket’s intent, language, or sentiment in Intelligence
In the Intelligence section, agents can change a ticket’s predicted intent, language, or sentiment.
Intelligent triage predictions are based on a ticket’s first message only. Agents should understand that any updates they make to these fields should still be based on the first message.
Changing the intent, language, or sentiment doesn't influence the machine learning model responsible for intelligent triage. In other words, agents can't train the model.
To change a ticket’s intent, language, or sentiment
- With a ticket open in the Zendesk Agent Workspace, open Intelligence. The top half of this section shows the ticket’s predicted intent, language, and sentiment.
- To change any of the predictions, click the current value (in blue) and select a new value from the drop-down list.
Your changes are saved when you submit the ticket update.
Applying a suggested macro in Intelligence
In the Intelligence section, agents can quickly apply suggested macros to a ticket.
To apply a suggested macro
- With a ticket open in the Zendesk Agent Workspace, open Intelligence. The bottom half of this section shows a list of suggested macros.
- Hover over the macro you want and click Apply macro.
- Alternatively, if you want to see the contents of a macro before applying it, click the options button () and select Preview macro. A new window appears, showing the macro's text and other important details. From here, you can click Apply Macro.
- If none of the suggested macros fit the situation, you can click the search icon () to begin searching for any macro that you have permission to see. Type your search terms and press Enter. Macros matching your search appear, and you can apply or preview them as described above.
The selected macro is applied when you submit the ticket update.