Why didn’t intelligent triage add predictions to a ticket?

Question

I turned on intelligent triage, but the intent, language, and sentiment predictions are missing from some tickets.

Answer

Below are common reasons why intent, language, or sentiment predictions may not appear on a ticket:

Ticket was created before intelligent triage was enabled

Intelligent triage does not analyze tickets retroactively. Only tickets created after intelligent triage is turned on are processed for predictions. To see when intelligent triage was turned on, view the audit log and look for any entries that mention intelligent triage.

The ticket was created by an agent, and the Ignore agent-initiated tickets checkbox is selected

If the Ignore agent-initiated tickets checkbox is selected, no predictions will be added to tickets created by agents.

If you're testing intelligent triage, clear this checkbox so that agent-created tickets are enriched with intelligent triage predictions. To clear the checkbox, see Turning on and configuring intelligent triage.

When this checkbox is selected, suspended tickets that are recovered are not enriched with intelligent triage predictions.

Ticket created through unsupported channels or methods

Some channels or ticket sources do not support intelligent triage predictions:

Follow-up tickets to closed tickets

Tickets created using the Ticket Import API

Channels not configured for intelligent triage in the settings

To see which channels intelligent triage predictions are available for, see Turning on and configuring intelligent triage.

Ticket created with an internal comment

Intelligent triage only classifies tickets created with a public comment. Tickets created with an internal note or without any public comment do not receive predictions.

Required prediction types are not turned on in settings

The prediction type is not turned on in Admin Center. Predictions for intent, language, and sentiment must be turned on and configured separately. To turn on a prediction type, see Turning on and configuring intelligent triage.

Account is not eligible for certain prediction types

Your account must meet the requirements to qualify for intent detection. If you do not meet the industry and model fit requirements, you will not see intent predictions on tickets, but you can still see language and sentiment predictions.

Another integration or trigger is removing predictions

Some business rules such as triggers, automations, or integrations might overwrite or delete prediction fields after ticket creation. Check the events view of the ticket to see whether predictions were added and later removed by an integration adding tag values. If this is the case, contact Zendesk Customer Support.

System or processing error

In rare cases, a technical error prevents predictions from being added.

For more information about the intelligent triage dashboard and dataset, review the following articles:

Overview of the Intelligent triage dashboard

Analyzing your intelligent triage activity

Metrics and attributes for Zendesk AI