Designing Workflows with Zendesk Intelligent Triage
How can I design and implement workflow changes with Intelligent Triage?
Designing and implementing workflow changes with Intelligent Triage is an iterative process. Identify trends, make changes, track success, and repeat.
Consider the confidence level needed for effective workflows and whether to apply tags for easier reporting. Keep communication open with agents for feedback and continuous improvement.
More related questions
What is Zendesk's Intelligent Triage and how does it work?
Intelligent Triage is an AI-powered feature in Zendesk that automatically detects the intent, language, and sentiment of a ticket. This helps in routing tickets to the right groups, creating views for similar requests, and reporting on ticket…
How can I gather and analyze data using Zendesk's Intelligent Triage?
To gather and analyze data with Intelligent Triage, start by enabling the feature to categorize tickets by intent, language, and sentiment. Build separate reports for each prediction type to identify trends and make informed decisions on workflow…
What actions can I take based on Intelligent Triage trends?
Once you've identified trends in your Intelligent Triage reports, you can take several actions to improve workflows. For prevalent intents and languages, train agents accordingly and create self-serve resources. Group similar intents and route them…
How can I improve specific metrics using Intelligent Triage?
To improve specific metrics with Intelligent Triage, focus on one or two key areas such as CSAT ratings or first response time. Implement workflow changes like creating triggers for urgent issues or routing tickets by language. This targeted…
Can Zendesk's Intelligent Triage analyze attachments?
Currently, Zendesk's Intelligent Triage cannot analyze attachments for tone or intent. It is designed to process only textual information. While this feature would be valuable, it requires significant resources to develop. Users are encouraged to…
Does Intelligent Triage work for live chat tickets in Zendesk?
Intelligent Triage does not work for live chat or messaging tickets. It is available only for asynchronous channels like email, web form, and API. For live chat, other methods of language detection are used, focusing on the user creation event.
How can I handle incorrect intent predictions in Zendesk's Intelligent Triage?
If agents find the intent predictions incorrect, they can manually adjust the intent and report on these changes. Alternatively, implement a workflow change to track original and adjusted intents, allowing you to assess the accuracy and make…
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