Intelligent Triage Predictions Guide - Frequently asked questions
Discover answers to common questions about intelligent triage predictions and confidence in Zendesk Explore. Learn how to optimize your support strategy.
Frequently asked questions
What do I need to create an intelligent triage report in Zendesk Explore?
To create an intelligent triage report in Zendesk Explore, you'll need a few specific requirements. First, ensure you have the Advanced AI add-on, as it's necessary for generating the report described in the help doc. You'll also need Zendesk…
How do I create a report for intelligent triage predictions in Zendesk Explore?
Creating a report for intelligent triage predictions in Zendesk Explore is a straightforward process. Start by clicking the reports icon in Explore, then select 'New report' from the Reports library. Choose the 'Support > Select - Tickets'…
Can I filter my Zendesk Explore report to show only recent tickets?
Yes, you can filter your Zendesk Explore report to display only recent tickets. To do this, click on the 'Ticket created - Timestamp' attribute in your report and select 'Edit date ranges'. Choose 'This week' and apply the filter. This will…
How can I create an optional filter for intelligent triage in Zendesk Explore?
Creating an optional filter for intelligent triage in Zendesk Explore is a useful way to refine your reports. Open your existing report and go to the Calculations menu to select 'Standard calculated attribute'. Name it 'Tickets enriched by…
What is the benefit of using a calculated attribute in Zendesk Explore?
Using a calculated attribute in Zendesk Explore offers flexibility and reusability in your reports. A calculated attribute acts as a filter to identify tickets enriched by intelligent triage, such as those with intent, language, or sentiment…
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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
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Freecash
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