Intelligent Triage Predictions - Frequently asked questions
Frequently asked questions
Why are intelligent triage predictions missing from some Zendesk tickets?
Intelligent triage predictions might be missing due to several reasons. If a ticket was created before intelligent triage was activated, it won't have predictions because the system doesn't analyze tickets retroactively. Additionally, predictions…
What does the 'Not available' status mean in Zendesk intelligent triage?
The 'Not available' status indicates that predictions weren't added to a ticket for several reasons. It could be because the ticket was created before intelligent triage was activated, or predictions were overwritten by other integrations….
Why is the 'Inactive' status appearing for intent predictions in Zendesk?
The 'Inactive' status for intent predictions can occur if the prediction type isn't available on your account or if it's turned off. Your account must meet specific requirements for intent detection, and if these aren't met, you won't see intent…
What does the 'Excluded' status mean in Zendesk intelligent triage?
The 'Excluded' status means that predictions are disabled for the ticket's channel or if the ticket was created by an agent with the 'Ignore agent-initiated tickets' checkbox selected. Intelligent triage can be configured to work with specific…
Why does the 'Unsupported channel' status appear in Zendesk intelligent triage?
The 'Unsupported channel' status appears when intelligent triage predictions aren't supported for the ticket's channel. This can happen with channels like Closed tickets or follow-up tickets to Closed tickets. To see which channels are supported,…
What should I do if I encounter an 'Error' status in Zendesk intelligent triage?
An 'Error' status in Zendesk intelligent triage indicates a system error, such as a processing timeout. This can prevent predictions from being added to a ticket. If you encounter this status, it's best to contact Zendesk Customer Support for…
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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.”
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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?”
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.”
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