Using Intelligent Triage - Frequently asked questions
Discover how to identify and act on ticket escalations with intelligent triage. Explore common questions and solutions to optimize your Zendesk support process.
Frequently asked questions
What is intelligent triage in Zendesk and how does it help with ticket escalations?
Intelligent triage in Zendesk is a feature that helps identify and manage ticket escalations effectively. It uses AI to predict customer intent, language, and sentiment, enriching tickets with this data to highlight potential escalation…
How do I enable intelligent triage in Zendesk?
To enable intelligent triage in Zendesk, you need to have the Advanced AI add-on. Once you have this, you can turn on intelligent triage to start enriching tickets with predictions about customer intent, language, and sentiment. After enabling it,…
What are common indicators for ticket escalation in Zendesk?
Common indicators for ticket escalation in Zendesk include group transfers and specific tags or fields. Group transfers occur when a ticket is moved from one group to another, often indicating a need for specialized attention. Tags and fields can…
How can I build a report to track ticket escalations in Zendesk?
Building a report to track ticket escalations in Zendesk involves identifying metrics or attributes specific to escalations, such as group transfers or tags. You can include intent, language, and sentiment attributes to leverage intelligent triage…
What actions can be taken after identifying ticket escalations in Zendesk?
After identifying ticket escalations in Zendesk, several actions can be taken. You can automatically escalate tickets with certain intents or subjects to the appropriate agents, or add internal notes to guide agents on special handling…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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