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, access the Intelligence section, and click on the current value to select a new one from the drop-down list. Your changes will be saved when you submit the ticket update. This feature allows agents to manually adjust predictions based on the ticket's first message.
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….
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…
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…
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…
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…