Intelligent triage resources

Intelligent triage uses AI to automatically classify incoming support tickets by topic, sentiment, language, and entities, such as product names. You can use these classifications to understand ticket trends, improve your workflows, set up views for teams, and enhance your Explore reports.


What's my plan?







Add-on

Copilot







Summary: ◀▼
Intelligent triage uses AI to classify incoming tickets by topic, sentiment, language, and entities so you can spot trends, improve workflows, create views, route tickets, and strengthen reports and dashboard analysis. It’s available on eligible plans and uses the Copilot add-on for workflow actions.





Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the Copilot add-on.
Intelligent triage uses AI to automatically classify incoming support tickets by topic,
sentiment, language, and entities, such as product names. You can use these
classifications to understand ticket trends, improve your workflows, set up views for
teams, and enhance your Explore reports.
The following articles contain more information about intelligent triage:

About intelligent triage
Automatically classifying tickets with
intelligent triage
Turning off topic, sentiment, language, or entity
detection
Accessing and viewing intelligent triage
topics
Creating custom topics
Improving topic quality with personalized
recommendations
Classifying unique information in tickets with
entities
Editing entity synonyms and detection
settings
Configuring how intelligent triage
classifications appear for agents
Viewing intelligent triage classifications in
tickets
Choosing a routing method for automatically
triaged tickets
Routing automatically triaged tickets using
omnichannel routing
Routing automatically triaged tickets using
standalone skills-based routing
Creating views for automatically triaged
tickets
Intelligent triage use cases and
workflows
Analyzing intelligent triage results and taking
action
Using intelligent triage to identify and act on
ticket escalations
Overview of the Intelligent triage
dashboard
Analyzing your intelligent triage
activity
Explore recipe: Intelligent triage
classifications and confidence
Explore recipe: Intelligent triage changes to
topic
Explore recipe: Comparing intelligent triage
topic classifications with a custom About field
Explore recipe: Breakdown of CSAT by customer
sentiment
Explore recipe: Tracking sentiment and topic
changes in tickets


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