Understanding Zendesk's Intelligent Triage
What is Intelligent Triage in Zendesk?
Intelligent Triage is a feature in Zendesk that uses artificial intelligence to enhance your tickets with predictions about intent and language. This process happens without the need for agents or admins to intervene.
By using Intelligent Triage, you can set up views for your teams, automate processes with triggers or automations, and improve your Explore reports. This feature is part of the Advanced AI add-on, so you'll need that to access these capabilities. For more details, you can check out theoriginal article.
More related questions
How does Intelligent Triage handle follow-up tickets?
Intelligent Triage does not enrich follow-up tickets because these tickets inherit the field values from their parent tickets. If you have specific ideas on how you'd like follow-up tickets to work with Intelligent Triage, Zendesk encourages you to…
Can Intelligent Triage be used across all channels in Zendesk?
Intelligent Triage is primarily designed for email channels, where it can effectively analyze and categorize incoming emails based on intent, language, and sentiment. While it is technically possible to include other channels, Zendesk generally…
Is it possible to enable or disable Intelligent Triage for specific brands in Zendesk?
Currently, Zendesk does not allow enabling or disabling Intelligent Triage for specific brands. If you want to prevent certain brands from being affected by Intelligent Triage, you can use a workaround by setting up a trigger to remove the…
What are some use cases for Intelligent Triage in Zendesk?
Intelligent Triage can be used in various ways to enhance your Zendesk experience. Some use cases include setting up views for automatically triaged tickets, choosing routing methods for these tickets, and analyzing triage results to take action….
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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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