Requirements for Comparing Triage Predictions in Zendesk
What do I need to create a report comparing intelligent triage predictions with a custom field in Zendesk?
To create this report, you'll need the Advanced AI add-on. You'll also need Zendesk Explore Professional or Enterprise, Editor or Admin permissions, intelligent triage enabled, and ticket data in Zendesk Support.
This setup allows you to compare the predicted intent from intelligent triage with a custom field like 'About' or 'Issue Type'. This comparison helps you understand how predictions map to your custom field values, aiding in fine-tuning automated workflows. For more details, check out the originalZendesk article.
More related questions
How can I create a report in Zendesk to compare intelligent triage predictions with a custom field?
Creating this report involves using Zendesk Explore. Start by clicking the reports icon, then select 'New report'. Choose the 'Support - Tickets' dataset and start the report. Add 'Tickets' in the Metrics panel, and in the Rows panel, add 'Intent',…
Why should I compare intelligent triage predictions with a custom field in Zendesk?
Comparing these predictions helps you understand how intelligent triage maps to your existing custom field values. This understanding is crucial for fine-tuning automated workflows like routing, triggers, or views. By identifying discrepancies…
What skill level and time commitment are required to create a Zendesk report comparing triage predictions?
Creating this report requires an intermediate skill level and approximately 10 minutes of your time. The process involves using Zendesk Explore to set up a report that compares intelligent triage predictions with a custom field. With the right…
Can I filter my Zendesk report to show only high confidence triage predictions?
Yes, you can filter your report to show only high confidence predictions. This is recommended for automated processes to ensure accuracy. In the report builder, filter the 'Intent confidence' attribute to display only high confidence tickets. This…
What should I do if my custom field has blank values in the Zendesk report?
If your custom field has blank values, you can exclude these NULL values from your report. This ensures that your report focuses only on tickets with populated custom field data. To do this, follow the same process used for excluding NULL values in…
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