Accessing and viewing intelligent triage topics

As part ofintelligent triage, your account includes a prebuilt list of default topics specific to your industry that classify what a ticket is about. To address your specific business needs, you might alsocreate custom topicsorreview recommendations to improve your topic quality. Recommendations are made based on your ticket data.


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Add-on

Copilot







Summary: ◀▼
You can view intelligent triage topics in Admin Center to check topic coverage, search and filter default or custom topics, and review topic recommendations. This helps you manage ticket classification, create custom topics for your needs, and keep topic quality up to date.





Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the Copilot add-on.
As part of intelligent triage, your account includes a
prebuilt list of default topics specific to your industry that classify what a ticket is
about. To address your specific business needs, you might also create custom topics or review recommendations to improve your topic quality.
Recommendations are made based on your ticket data.
You can access all of your topics in Admin Center.
This article contains the following topics:

Accessing the intelligent triage Topic
page
Finding topics

Related articles:

Automatically classifying tickets with
intelligent triage



Accessing the intelligent triage Topic page

You can access the Topic page from Admin Center.

To access the intelligent triage Topic page

In Admin Center, click
AI in the sidebar, then select Intelligent triage > Topic.
Review details
about your topics, such as coverage, which is a count of all the tickets
assigned to an topic in the last 30 days.
From this page, you can
also take the following actions:

Find topics
by searching or filtering

Create custom topics
to address your specific business needs

Review and accept topic
recommendations to automate topic maintenance

Edit and manage your
topics

Configure your topic
settings








Finding topics

You can find topics by:
Searching topics
Filtering topics
Filtering topic
suggestions




Searching topics

Search the list of topics to quickly find the topic you're looking for.

To search topics

In Admin Center, click
AI in the sidebar, then select Intelligent triage > Topic. By default, the page opens on the Topics tab. If you want to
search topic recommendations, click the Recommendations
tab.

In the search box, start typing your search term.





Filtering topics

Filter topics by status or type
To filter topics



In Admin Center, click
AI in the sidebar, then select Intelligent triage > Topic.

From the Intents tab, click Filter.
Select an topic Status.
Select either All statuses, Active, or Inactive.

Select a Type. Select either All topics, Default, or
Custom.

Click Apply filters.




Filtering topic recommendations

Filter the list of topic recommendations by review status or type.

To filter topic recommendations
In Admin Center, click
AI in the sidebar, then select Intelligent triage > Topic.
Click the Recommendations tab, then click Filter.
You can filter
recommendations by status or type.

To filter by review status, select an option from the
Status drop-down. Select either All, In review,
Declined, or Accepted.
If you accepted a
recommendation to create a new topic, it appears on the
Intents page and not in the filtered list of accepted
recommendations.

To filter by the type of recommendation, select an option from
the Type drop-down. Select either All, Conflict, or New
topic.



Click Apply filters.





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