Viewing intelligent triage classifications in tickets

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<p id="docs-hc-snippet" style="display: none;">From within a ticket, you can see the ticket's topic, language, and sentiment classifications. This information comes from intelligent triage and gives you additional context about the ticket to help you resolve the customer's request more quickly.</p>
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<p id="docs-ai-summary-content">You can view and update intelligent triage classifications in tickets to get more context on the customer’s request. See the ticket’s topic, language, and sentiment, along with confidence levels, in the ticket fields or header, then adjust them if needed. You can also review topic and sentiment update history in ticket events. This helps you handle tickets with better context and accurate triage.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>.</div>
<p class="p">From within a ticket, you can see the ticket's topic, language, and sentiment
classifications. This information comes from intelligent triage and gives you additional
context about the ticket to help you resolve the customer's request more quickly.</p>
<div class="note note">
<span class="notetitle">Note:</span> If your organization purchased the Copilot add-on before June 11, 2026, you'll see
"Intent" instead of "Topic" in tickets until later in 2026.</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_jll_qrs_25b__ul_k3m_hss_25b">
<li class="li"><a class="xref" href="#topic_uqd_3kh_xcc">Viewing and updating intelligent triage classifications in tickets</a></li>
<li class="li"><a class="xref" href="#topic_scj_kl2_32c">Viewing and updating a ticket's topic and sentiment in the ticket header</a></li>
<li class="li"><a class="xref" href="#topic_tml_24x_s2c">Viewing a ticket's topic and sentiment update history</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_jll_qrs_25b__ul_related_it_predictions">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6298065502874" target="_blank">Configuring intelligent triage for the agent
experience</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Automatically classifying tickets with
intelligent triage</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">About intelligent triage</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_uqd_3kh_xcc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing and updating intelligent triage classifications in tickets</h2>
<div class="body">
<p class="p">The ticket properties panel within a ticket shows the intelligent triage
classifications. From here, you can change a ticket's topic, language, or sentiment
if the original classification isn't accurate.</p>
<div class="note tip" id="topic_uqd_3kh_xcc__note_rvn_kkf_n1c">
<span class="tiptitle">Tip:</span> If you expect to see intelligent triage
classifications on tickets but don't, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5798063767066" target="_blank">Why didn't intelligent triage add classifications to a
ticket?</a>
</div>
<p class="p"><img class="image img-screenshot" id="topic_uqd_3kh_xcc__image_uvt_c1w_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ml_intelligent_triage_ticket_fields.png" width="200"></p>
<p class="p"><strong class="ph b">To view intelligent triage classifications within a ticket</strong></p>
<div class="p">
<ol class="ol" id="topic_uqd_3kh_xcc__ol_ifv_rkh_xcc">
<li class="li">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Agent Workspace</a>, open any
ticket.</li>
<li class="li">In the ticket properties panel on the left, view the following ticket
fields: <ul class="ul" id="topic_uqd_3kh_xcc__ol_zsy_tkh_xcc">
<li class="li">
<strong class="ph b">Topic and Topic confidence</strong>: A classification of what the
customer is asking about and how likely the classification is
correct. Confidence is either High, Medium, or Low.</li>
<li class="li">
<strong class="ph b">Language and Language confidence</strong>: A classification of the
language the ticket is written in and how likely the classification
is correct. Confidence is either High, Medium, or Low.</li>
<li class="li">
<strong class="ph b">Sentiment and Sentiment confidence</strong>: A classification of how
the customer feels about their request and how likely the
classification is correct. Confidence values include:<ul class="ul" id="topic_uqd_3kh_xcc__ul_b1g_rqv_pgc">
<li class="li" dir="ltr">
<strong class="ph b">Very positive</strong>: The message likely contains
strong positive words (like "brilliant" or "perfect"),
positive words modified by intensity adverbs, or multiple
positive sentences.</li>
<li class="li" dir="ltr">
<strong class="ph b">Positive</strong>: The message likely contains
phrases expressing gratitude, or one to two positive
sentences.</li>
<li class="li" dir="ltr">
<strong class="ph b">Neutral</strong>: The message likely contains
factual statements without additional negative quantifiers
(like "any" or "always"), or a mix of positive and negative
statements.</li>
<li class="li" dir="ltr">
<strong class="ph b">Negative</strong>: The message likely contains
phrases expressing frustration, complaints containing
negative words, or repetition of the same
dissatisfaction.</li>
<li class="li">
<strong class="ph b">Very negative</strong>: The message likely contains strong
negative words, capitalized text, multiple exclamation
marks, or multiple negative phrases.</li>
</ul>
</li>
</ul>
</li>
<li class="li">(Optional) To change any of the values, click the appropriate field and
select a new value from the drop-down list.<p class="p">Most intelligent triage
classifications are based on a ticket's first message only. Any updates
you make to these fields should still be based on the first message.
Additionally, updating these fields doesn't train the machine learning
model responsible for intelligent triage.</p>
<p class="p">If configured by an
admin, the topic and sentiment classifications update based on the
latest message from the end user. You can make updates based on their
latest message.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_scj_kl2_32c">
<h2 class="title topictitle2" id="ariaid-title3">Viewing and updating a ticket's topic and sentiment in the ticket header</h2>
<div class="body">
<p class="p">If configured by an admin, you can also view the topic and sentiment in the ticket
header.</p>
<p class="p"><strong class="ph b">To view a ticket's topic and sentiment</strong></p>
<div class="p">
<ol class="ol" id="topic_scj_kl2_32c__ol_gdr_rkh_xcc">
<li class="li">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Agent Workspace</a>, open any
ticket.</li>
<li class="li">In the ticket header, view the topic and sentiment.<p class="p">You can hover over it
to see the full text if necessary.</p>
<p class="p"><img class="image img-screenshot" id="topic_scj_kl2_32c__image_i5m_k4x_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_copilot_ticket_header_sentiment_intent.png" width="400"></p>
</li>
<li class="li">(Optional) To change the topic or sentiment, click the current value and
select a new value from the drop-down list.<p class="p"><img class="image img-screenshot" id="topic_scj_kl2_32c__image_nb4_v4x_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_copilot_ticket_sentiment_update.png" width="400"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tml_24x_s2c">
<h2 class="title topictitle2" id="ariaid-title4">Viewing a ticket's topic and sentiment update history</h2>
<div class="body">
<p class="p">You can view a ticket's topic and sentiment update history from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">ticket's events</a>.</p>
<div class="p">
<strong class="ph b">To view a ticket's topic and sentiment update history</strong><ol class="ol" id="topic_tml_24x_s2c__ol_vhg_jpx_s2c">
<li class="li">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Agent Workspace</a>, open any
ticket.</li>
<li class="li">Click the events icon (<img class="image" id="topic_tml_24x_s2c__image_gyc_5px_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_events_icon.png">) in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823962906#topic_n4m_fyc_zlb" target="_blank">conversation header</a>.<p class="p">If there
have been updates to the ticket's topic or sentiment, the events display
the system update with the previous topic or sentiment and the new topic
or sentiment, after the end user last commented.</p>
<p class="p"><img class="image img-screenshot" id="topic_tml_24x_s2c__image_w4t_fqx_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_copilot_sentiment_intents_events_log.png" width="600"></p>
</li>
</ol>
</div>
</div>
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