Understanding Zendesk's Intelligent Triage Feature
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…
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