Accessing and viewing intelligent triage topics

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<p id="docs-hc-snippet" style="display: none;">As part ofintelligent triage, your account includes a prebuilt list of default topics that classify what a ticket is about. The topics in your account are based on your ticket data and may include topics relevant to your industry. If your account doesn't yet have ticket data, you'll see a standard set of topics designed to support common use cases across industries.</p>
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<p id="docs-ai-summary-content">You can view, search, and filter intelligent triage topics in Admin Center to understand what tickets are about, track coverage, and manage default or custom topics. You can also review topic recommendations, create new topics for your business needs, and use topic status and type filters to find what you need faster.</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">As part of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_ebn_l4g_htb" target="_blank">intelligent triage</a>, your account includes a
prebuilt list of default topics that classify what a ticket is about. The topics in your
account are based on your ticket data and may include topics relevant to your industry.
If your account doesn't yet have ticket data, you'll see a standard set of topics
designed to support common use cases across industries.</p>
<p class="p">You can view, search, and filter your topics in Admin Center. To address your specific
business needs, you can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8718789695002" target="_blank">create custom topics</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9484697389210" target="_blank">review new topic recommendations</a> that are generated based on
your ticket data when relevant.</p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="zug_automated_triage_managing__ul_phj_tn3_fzb">
<li class="li"><a class="xref" href="#topic_alj_14p_zfc">Accessing the intelligent triage Topic
page</a></li>
<li class="li"><a class="xref" href="#topic_l3b_hn3_fzb">Finding topics</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="zug_automated_triage_managing__ul_lk1_tn3_fzb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Automatically classifying tickets with
intelligent triage</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_alj_14p_zfc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the intelligent triage Topic page</h2>
<div class="body">
<p class="p">You can access the Topic page from Admin Center.</p>
<div class="p">
<strong class="ph b">To access the intelligent triage Topic page</strong><ul class="ul" id="topic_alj_14p_zfc__ul_chv_v4p_zfc">
<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" id="topic_alj_14p_zfc__image_thz_dh1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Intelligent triage &gt; Topic</strong>.</span><p class="p"><img class="image img-screenshot" id="topic_alj_14p_zfc__image_a1n_w4p_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_intent_list_new_columns.png" width="800"></p>
<p class="p">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. </p>
<div class="p">From this page, you can
also take the following actions:<ul class="ul" id="topic_alj_14p_zfc__ul_h52_gpp_zfc">
<li class="li">
<a class="xref" href="#topic_l3b_hn3_fzb">Find topics</a>
by searching or filtering</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8718789695002" target="_blank">Create custom topics</a>
to address your specific business needs</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9484697389210" target="_blank">Review and accept topic
recommendations</a> to automate topic maintenance</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488233422746" target="_blank">Edit and manage</a> your
topics</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_gpp_p4g_htb" target="_blank">Configure</a> your topic
settings</li>
</ul>
</div>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_l3b_hn3_fzb">
<h2 class="title topictitle2" id="ariaid-title3">Finding topics</h2>
<div class="body">
<div class="p">You can find topics by:<ul class="ul" id="topic_l3b_hn3_fzb__ul_ofr_plp_zfc">
<li class="li"><a class="xref" href="#topic_olt_3lp_zfc">Searching topics</a></li>
<li class="li"><a class="xref" href="#topic_cqz_dlp_zfc">Filtering topics</a></li>
<li class="li"><a class="xref" href="#topic_zwl_mlp_zfc">Filtering topic
suggestions</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_olt_3lp_zfc">
<h3 class="title topictitle3" id="ariaid-title4">Searching topics</h3>
<div class="body">
<p class="p">Search the list of topics to quickly find the topic you're looking for.</p>
<div class="p">
<strong class="ph b">To search topics</strong><ol class="ol" id="topic_olt_3lp_zfc__ol_xfj_tmp_zfc">
<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" id="topic_olt_3lp_zfc__image_thz_dh1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Intelligent triage &gt; Topic</strong>.</span><p class="p">By default, the page opens on the Topics tab. If you want to
search topic recommendations, click the <strong class="ph b">Recommendations</strong>
tab.</p>
</li>
<li class="li">In the search box, start typing your search term. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_cqz_dlp_zfc">
<h3 class="title topictitle3" id="ariaid-title5">Filtering topics</h3>
<div class="body">
<p class="p">Filter topics by status or type</p>
<p class="p"><strong class="ph b">To filter topics</strong>
</p>
<ol class="ol" id="topic_cqz_dlp_zfc__ol_h4d_343_fzb">
<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" id="topic_cqz_dlp_zfc__image_thz_dh1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Intelligent triage &gt; Topic</strong>.</span>
</li>
<li class="li">From the Intents tab, click <strong class="ph b">Filter</strong>.</li>
<li class="li">Select an topic <strong class="ph b">Status</strong>.<p class="p"><img class="image img-screenshot" id="topic_cqz_dlp_zfc__image_pdq_jgw_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_filter_menu.png" width="300"></p>
<p class="p">Select either All statuses, Active, or Inactive.</p>
</li>
<li class="li">Select a <strong class="ph b">Type</strong>.<p class="p">Select either All topics, Default, or
Custom.</p>
</li>
<li class="li">Click <strong class="ph b">Apply filters</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_zwl_mlp_zfc">
<h3 class="title topictitle3" id="ariaid-title6">Filtering topic recommendations</h3>
<div class="body">
<p class="p">Filter the list of topic recommendations by review status or type.</p>
<div class="p">
<strong class="ph b">To filter topic recommendations</strong><ol class="ol" id="topic_zwl_mlp_zfc__ol_ngr_bmp_zfc">
<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" id="topic_zwl_mlp_zfc__image_thz_dh1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Intelligent triage &gt; Topic</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Recommendations</strong> tab, then click <strong class="ph b">Filter</strong>.<p class="p"><img class="image img-screenshot" id="topic_zwl_mlp_zfc__image_gjg_mbb_zhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_filter_recs.png" width="300"></p>
<p class="p">You can filter
recommendations by status or type.</p>
<ul class="ul" id="topic_zwl_mlp_zfc__ul_lsv_x1b_zhc">
<li class="li">To filter by review status, select an option from the
<strong class="ph b">Status</strong> drop-down.<p class="p">Select either All, In review,
Declined, or Accepted.</p>
<p class="p">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.</p>
</li>
<li class="li">To filter by the type of recommendation, select an option from
the <strong class="ph b">Type</strong> drop-down.<p class="p">Select either All, Conflict, or New
topic.</p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Apply filters</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
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