Setting up intelligent triage intents


As part ofintelligent triage, intents detect what a ticket is about. You can use the intents that appear in tickets to automate your workflows.


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As part of intelligent triage, intents detect what a ticket is
about. You can use the intents that appear in tickets to automate your workflows.
To begin, it's helpful to understand the use cases where intents can help in ticket workflows. Here are some
ways you can use them:

Redirect customers to self-serve. For example, you can deflect tickets with account password or sign
in issues by sending an auto reply with an article that describes how to solve the
problem.


Route tickets to the right groups. For example, you can assign a refund intent directly to agents who
specialize in handling refunds.


Increase ticket priority. For example, you can increase SLA priority for tickets that report
scam issues.



To help you get the most out of Zendesk's AI Copilot features, this
article provides an overview on how admins can get started with intents. It contains the
following sections:

Step 1: Set up the channels for intent detection
Step 2: Use triggers to create workflows based on intents
Step 3: Track your progress with the Intelligent triage dashboard

Related articles

About intelligent triage
Intelligent triage use cases and workflows
Overview of the Intelligent triage dashboard



Step 1: Set up the channels for intent detection

You can set which ticket channels include intent detection.
For example, you might want your agents to view intents on email
channels, but not messaging channels.
To set up channels for intents


In Admin Center, click
AI in the sidebar, then select Intelligent triage > Intent. A list of intelligent triage intents appears.

Click Manage settings. A Manage settings page
appears.

For intent detection, add the Channels you use the most. Some channels are
already added by default.
For a full
list of channels you can add, see Turning on and configuring intelligent
triage.

Click Save.




Step 2: Use triggers to create workflows based on intents

Once you are familiar with the use cases where intents can help and
configure which channels include intent detection, you can create ticket triggers to manage
ticket workflows based on intents. For example, you can create a trigger to automatically
route any ticket with an Account activation intent to a group of agents in your company who
handle account services.
To create a trigger based on intent
To automate ticket workflows, create ticket triggers based on intent.

In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
On the Triggers page, click the Ticket tab, then click Create
trigger.
Enter a Name, Description, and Category for your trigger. See Creating ticket triggers for details.
In trigger Conditions, add the Intent you want to use as part of the
trigger condition. You can use the values included on the Intent
list to specify a condition. See Accessing and viewing intelligent triage intents.
For
example:
Intent | Is | Account::Account activation


In trigger Actions, add the actions you want to perform when the condition
applies. For example:
Ticket > Group | Account services

For more information on trigger conditions and actions, see Ticket trigger conditions and actions reference and Zendesk chat and messaging triggers conditions and actions
reference.

Click Create trigger.


Tip: You can incorporate intelligent triage information into
your omnichannel routing workflow for email and messaging tickets. See this article for details.



Step 3: Track your progress with the Intelligent triage dashboard

Zendesk Explore includes an Intelligent triage dashboard you can use to extract valuable
insights into your tickets. Use these insights to improve your workflow and determine how
effective your support is.
To open the Intelligent triage dashboard

Open the product menu and select Analytics. A list of Explore dashboards appears.

From the list of dashboards, click the Zendesk Copilot: Intelligent triage
dashboard. As you drive more volume of tickets, the
intelligent triage dashboard will help you understand your service operations and
provide insights to identify opportunities to improve.

Tip: You can also view suggestions for improvements in the
Recommendations section of the Overview: Copilot page.




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