Accessing Intelligence in Zendesk Agent Workspace
How do I access the Intelligence section in Zendesk Agent Workspace?
To access the Intelligence section in Zendesk Agent Workspace, simply open any ticket and click the Intelligence icon. This section provides valuable insights into the ticket's predicted intent, language, and sentiment, along with suggested macros.
Once you're in the Intelligence section, you can view and modify the ticket's predicted details or apply suggested macros to streamline your support process. This feature is designed to enhance your efficiency by providing quick access to essential information and tools.
More related questions
Can I change a ticket's intent, language, or sentiment in Zendesk?
Yes, you can change a ticket's predicted intent, language, or sentiment in the Intelligence section of Zendesk Agent Workspace. However, these changes do not influence the machine learning model. To make changes, open the ticket in the workspace,…
How do I apply a suggested macro in Zendesk's Intelligence section?
Applying a suggested macro in Zendesk's Intelligence section is straightforward. Open a ticket, access the Intelligence section, and hover over the desired macro to click 'Apply macro'. If you want to preview the macro before applying it, click the…
What is the purpose of intelligent triage in Zendesk?
Intelligent triage in Zendesk provides agents with predictions about a ticket's intent, language, and sentiment, offering additional context to improve support. This feature helps agents quickly understand the nature of a ticket, allowing them to…
Why can't agents train the intelligent triage model in Zendesk?
Agents cannot train the intelligent triage model in Zendesk because changes to predictions do not affect the underlying machine learning model. The model is designed to provide consistent predictions based on the ticket's first message. While…
What are the requirements to use Zendesk's intelligent triage and suggested macros?
To use Zendesk's intelligent triage and suggested macros, you need the Advanced AI add-on and the Agent Workspace. These features are designed to enhance ticket handling by providing predictions and macro suggestions based on ticket content. Ensure…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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