Allowing Agents to Update Triage Fields in Zendesk
How can agents update intelligent triage fields in Zendesk?
Agents can update intelligent triage fields in Zendesk if you allow them to see these fields in tickets.
To enable this, edit your ticket forms to include the Intent, Language, and Sentiment fields. Agents can then update these fields if they believe the predictions are incorrect. However, it's important to note that changes made by agents do not influence the machine learning model, as it is based on the ticket's first message.
More related questions
How can I view all intent, language, and sentiment values in Zendesk?
You can easily view all possible values for intent, language, and sentiment predictions in Zendesk. To do this, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules' followed by 'Intelligent triage'….
How do I edit intent names in Zendesk?
Editing intent names in Zendesk allows you to customize terminology to better fit your organization's needs. To edit an intent name, go to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules' followed by…
Can I request a new intent in Zendesk?
Yes, you can request a new intent in Zendesk if the existing ones don't meet your needs. To request a new intent, go to the Admin Center, click on 'Objects and rules', select 'Business rules', and then 'Intelligent triage'. Click on 'Intent', go to…
How can I filter new and edited intents in Zendesk?
Filtering new and edited intents in Zendesk helps you keep track of changes and updates. To filter new intents, open the AI Intents list, go to the 'Taxonomy' tab, and click 'Filter > New'. For edited intents, click 'Filter > Edited'. This allows…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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