How Zendesk's Intelligent Triage Works
How does Zendesk's Intelligent Triage work?
Zendesk's Intelligent Triage works by automatically identifying the intent, language, and sentiment of a ticket. This AI-powered feature tags tickets with specific intents from a prebuilt list, allowing for automatic routing to the appropriate team.
For example, if a customer reports a damaged item, the system tags the ticket with the intent 'Item has problem or is damaged on arrival.' This enables the ticket to be prioritized and routed efficiently, ensuring that agents can quickly address the issue.
More related questions
What is Zendesk's Intelligent Triage and Intelligence in the context panel?
Intelligent Triage and Intelligence in the context panel are AI-powered features designed to enhance customer service efficiency. Intelligent Triage automatically detects the intent, language, and sentiment of a ticket, allowing for automatic…
Why should I use Zendesk's Intelligent Triage and Intelligence?
Using Zendesk's Intelligent Triage and Intelligence can significantly enhance your customer support operations. These features reduce ticket handling time by 30-60 seconds, as they eliminate the need to manually read and categorize tickets before…
Who can use Zendesk's Intelligent Triage and Intelligence?
Zendesk's Intelligent Triage is available to customers who have the Advanced AI add-on and meet specific requirements. If you don't meet these requirements, you can join a waiting list. The Intelligence section is accessible only if you are using…
How do I enable Zendesk's Intelligent Triage?
To enable Zendesk's Intelligent Triage, you need to access the Admin Center. Once enabled, the Intelligence section will automatically appear in tickets, providing agents with valuable context and suggested actions. This setup ensures that your…
Can I disable Zendesk's Intelligent Triage and Intelligence features?
Yes, you can disable Zendesk's Intelligent Triage and related Intelligence features. This can be done through the same settings page where the feature is activated. If you find that these features are cluttering your UI or are not needed, you can…
Does Zendesk's Intelligent Triage learn from agent feedback?
Currently, Zendesk's Intelligent Triage does not learn directly from agent feedback. However, the model is regularly updated, which means it evolves over time based on broader data trends. While changes made by agents to ticket intents are…
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