The 'Not available' status indicates that predictions weren't added to a ticket for several reasons. It could be because the ticket was created before intelligent triage was activated, or predictions were overwritten by other integrations. Additionally, if a ticket was closed by a trigger before predictions could be added, or if it was created via the Ticket Import API, predictions won't be available.
To address this, ensure intelligent triage is turned on and check for integration conflicts or trigger settings that might prevent predictions from being added.
Intelligent triage predictions might be missing due to several reasons. If a ticket was created before intelligent triage was activated, it won't have predictions because the system doesn't analyze tickets retroactively. Additionally, predictions…
The 'Inactive' status for intent predictions can occur if the prediction type isn't available on your account or if it's turned off. Your account must meet specific requirements for intent detection, and if these aren't met, you won't see intent…
The 'Excluded' status means that predictions are disabled for the ticket's channel or if the ticket was created by an agent with the 'Ignore agent-initiated tickets' checkbox selected. Intelligent triage can be configured to work with specific…
The 'Unsupported channel' status appears when intelligent triage predictions aren't supported for the ticket's channel. This can happen with channels like Closed tickets or follow-up tickets to Closed tickets. To see which channels are supported,…
An 'Error' status in Zendesk intelligent triage indicates a system error, such as a processing timeout. This can prevent predictions from being added to a ticket. If you encounter this status, it's best to contact Zendesk Customer Support for…