image for site

Understanding Zendesk's Intelligent Triage Feature

Learn how Zendesk's Intelligent Triage uses AI to manage tickets by detecting intent, language, and sentiment for efficient routing and reporting.

What is Zendesk's Intelligent Triage and how does it work?

Intelligent Triage is an AI-powered feature in Zendesk that helps streamline ticket management by automatically detecting the intent, language, and sentiment of a ticket. This allows for efficient routing of tickets to the appropriate groups, creating views for similar requests, and reporting on ticket trends.

By understanding the nature of the ticket, Intelligent Triage can deflect tickets to self-service options, route them to the correct language queue, reduce resolution time by requesting more information proactively, and forward necessary information to external parties. This feature requires the Advanced AI add-on to be used effectively. For more details, check out theoriginal article.


More related questions

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 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…

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…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites