Configuring how agents can see and update intelligent triage fields

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<p id="docs-hc-snippet" style="display: none;">Intelligent triageuses AI to automatically classify new customer support tickets by topic, sentiment, language, and entities, such as product names. When intelligent triage is turned on, the system automatically fills out the topic, sentiment, and language fields, but admins can control whether the fields are displayed and editable for agents.</p>
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<p id="docs-ai-summary-content">You can control whether intelligent triage fields like topic, sentiment, and language appear in ticket forms and whether agents can update them. With one ticket form, the fields are shown by default unless you remove them; with multiple forms, you add the fields you want visible. This lets you support manual corrections, reporting, and API use, and helps you spot classification trends.</p>
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<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" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> uses AI to automatically
classify new customer support tickets by topic, sentiment, language, and entities, such
as product names. When intelligent triage is turned on, the system automatically fills
out the topic, sentiment, and language fields, but admins can control whether the fields
are displayed and editable for agents. </p>
<p class="p" dir="ltr">This article describes how to control agent access to auto-filled intelligent
triage fields within ticket forms, allowing for manual updates if needed. To configure
which intelligent triage classifications are shown to agents in the ticket header, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_fh4_brd_hgc" target="_blank">Configuring intelligent triage settings</a>.</p>
<p class="p">Whether the fields appear by default depends on your ticket forms. Specifically:</p>
<ul class="ul" id="zug_automated_triage_managing__ul_umc_gp3_fzb">
<li class="li">If you <strong class="ph b">have a single ticket form</strong>, the intelligent triage fields are
automatically visible in tickets. <p class="p">Edit your ticket form to remove the new fields
if you don’t want agents to be able to see and change these fields in
tickets.</p>
</li>
<li class="li">If you <strong class="ph b">have multiple ticket forms</strong>, the intelligent triage fields are not
automatically visible in tickets. You can edit your forms by adding the fields so
that agents can see and update them in tickets.<p class="p">Any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194#topic_qv4_xkt_zbc" target="_blank">entities</a> you created must also have
their custom fields added to your forms.</p>
</li>
</ul>
<div class="note" id="zug_automated_triage_managing__note_opf_4yb_gkc">
<span class="notetitle">Note:</span> If you want to use the intelligent triage field values only for
reporting or API use, you don’t need to add them to any ticket forms.</div>
<p class="p">When the topic, sentiment, and language fields are displayed to agents, they can update
the values in the fields if they feel they're not correct. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550629802650" target="_blank">report on agents' manual updates</a> to the intelligent triage
classification fields, which helps you discover trends in the types of tickets where
intelligent triage isn't correctly classifying the topic, sentiment, or language.</p>
<div class="p">
<strong class="ph b">To add or remove intelligent triage fields in tickets</strong><ol class="ol" id="zug_automated_triage_managing__ol_sdk_k3l_hgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">Follow one of the options below:<ul class="ul" id="zug_automated_triage_managing__ul_vb1_3kl_hgc">
<li class="li">For a single ticket form, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5494868102426#topic_c5x_l3b_lk" target="_blank">open the ticket form</a> for
editing, then click the <strong class="ph b">x</strong> on the field you want to remove. You
can drag a field onto the ticket form if you want to add it
back.<p class="p"><img class="image img-screenshot" id="zug_automated_triage_managing__image_qdf_jml_hgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_form_single_remove_field.png" width="600"></p>
</li>
<li class="li">For multiple ticket forms, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5494868102426#topic_c5x_l3b_lk" target="_blank">open the ticket form</a>, then
drag the intelligent triage fields you want to add onto your form. You
can click the x on the field if you want to remove it from the form.
<p class="p"><img class="image img-screenshot" id="zug_automated_triage_managing__image_mlp_2kl_hgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ticket_form_add_field.png" width="600"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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