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 permissions and setup, this task is straightforward and quick to complete.
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…
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',…
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…
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…
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…