Can I use the API to access intent, sentiment, and language from tickets?

Question

How can I use the API to pull an audit of my intents, categories, and subcategories?

Answer

You can use the API because the following AI fields are stored as custom ticket fields:

Intent

Intent Confidence

Sentiment

Sentiment Confidence

Language

Language Confidence

These fields are included in the ticket data. You can retrieve them the same way as other custom fields by using the Zendesk support ticket fields API.

If you want to audit or analyze AI insights from your tickets, use the Ticket Fields endpoint to retrieve data such as intent, sentiment, and language. You can also include their confidence scores for reporting or analysis. The Summary (AI) field is not a ticket field and is not accessible through the API. Similarly, Voice of Customer data does not have an available API endpoint.

For more information, see this article: Admin's guide to the Zendesk API.