Creating a report on manual updates to the Intent field involves several steps in Zendesk Explore. First, click the query icon in Explore and select 'New query' from the Queries library. Choose the dataset 'Support > Updates history > Support: Updates history' and click 'New query' to open the Query builder.
Add 'Tickets updated' in the Metrics panel and apply it. In the Rows panel, add attributes like Ticket ID, Intent, Intent confidence, Changes - Previous value, and Changes - New value. Filter the report to show only tickets where the Intent field was populated and changed by the intelligent triage feature. Finally, add a filter for 'Changes - Field name' and apply it to show changes made only to the Intent field.
The Intelligent Triage report helps you analyze manual updates to the Intent ticket field. This report is useful for identifying trends where the intelligent triage feature may not be accurately predicting ticket intents. By understanding these…
To create an Intelligent Triage report, you need the Advanced AI add-on and Zendesk Explore Professional or Enterprise. Additionally, you must have Editor or Admin permissions and ensure that intelligent triage is enabled in your Zendesk Support….
No, agents cannot train the Intelligent Triage model by updating the Intent field. When an agent makes a manual update to the Intent field, it does not influence the machine learning model responsible for intelligent triage. This means that while…
Creating the Zendesk report on Intelligent Triage changes is suitable for beginners and requires about 10 minutes to complete. The process is straightforward, making it accessible even for those new to using Zendesk Explore. With the necessary…