Understanding Intelligent Triage Predictions - Frequently asked questions
Frequently asked questions
Why is my ticket's intent or sentiment prediction incorrect?
If your ticket's intent or sentiment prediction seems off, it might be due to language support or non-human content. Intelligent triage predictions can be inaccurate if the ticket's language isn't supported or if non-human content is added by…
What should I do if a ticket's language isn't supported?
If a ticket's language isn't supported, it can lead to incorrect intent or sentiment predictions. To handle unsupported languages, you can create a trigger to remove the incorrect sentiment and intent values before your business rules process the…
How can I create a trigger to remove incorrect predictions?
Creating a trigger to remove incorrect predictions involves setting specific conditions and actions in Zendesk's Admin Center. First, navigate to Business rules > Triggers and add a new trigger. Set conditions to identify new tickets without…
Why does non-human content affect intelligent triage predictions?
Non-human content can confuse intelligent triage because it's trained on human-submitted information. Integrations that add metadata or system-generated messages can lead to unexpected predictions. If you notice consistent issues, consider…
How can I diagnose issues with API-generated tickets?
To diagnose issues with API-generated tickets, you can create a view or use search functions in Zendesk. Check if all tickets from a specific channel are affected or only a subset. Use views to list API-generated tickets and add columns for…
What steps can I take if only some API tickets are incorrect?
If only some API tickets have incorrect predictions, identify a common trait to filter them. Look for consistent tags, ticket fields, or text in the subject line. Once identified, create a trigger to remove incorrect sentiment and intent values…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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