Routing Tickets by Language with Intelligent Triage
How does Intelligent Triage route tickets based on language?
Intelligent Triage can route tickets to specific language queues, ensuring they reach the right agents. This is useful when tickets from different languages end up in a common queue.
You can create a trigger to route tickets based on language or use integrations to reference the ticket's language value. This ensures that tickets are handled by agents who can communicate effectively in the customer's preferred language.
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What is Zendesk's Intelligent Triage and how does it work?
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How can Intelligent Triage help in deflecting tickets?
Intelligent Triage can deflect tickets by redirecting customers to self-service options or the correct destination when submitting a ticket isn't necessary. This is particularly useful for common queries like subscription cancellations or refund…
How can Intelligent Triage reduce resolution time?
Intelligent Triage reduces resolution time by proactively requesting more information from customers when necessary details are missing. This allows agents to resolve tickets in fewer touches. Identify intents that often lack necessary details, set…
How can Intelligent Triage forward information to external resources?
Intelligent Triage can forward information to external resources using webhooks or other means, streamlining processes that require external involvement. Identify intents that need external action, set a confidence level for automatic actions, and…
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