About intelligent triage

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<p id="docs-hc-snippet" style="display: none;">Intelligent triage is an AI-powered feature that automatically analyzes and classifies incoming support tickets so your team spends less time on manual work and more time resolving customer issues.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Intelligent triage uses AI to classify incoming tickets by topic, sentiment, language, and custom entities, so you can route requests to the right team, reduce manual triage, and give agents faster context. It also helps you spot high-priority tickets and track trends over time. You can configure these classifications in Admin Center and use them in workflows.</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">Intelligent triage is an AI-powered feature that automatically analyzes and classifies
incoming support tickets so your team spends less time on manual work and more time
resolving customer issues.</p>
<p class="p"><iframe allowfullscreen="true" controls="controls" height="360" src="https://www.youtube.com/embed/8dXC0NuiDs8" width="640"></iframe></p>
<p class="p">"Intelligent triage classifications (2:16)"</p>
<p class="p">This article answers the following questions:</p>
<ul class="ul" id="topic_dt2_rrt_x5b__ul_prr_nst_x5b">
<li class="li"><a class="xref" href="#topic_us1_cst_x5b">What is intelligent triage?</a></li>
<li class="li"><a class="xref" href="#topic_nkh_cst_x5b">How does intelligent triage work?</a></li>
<li class="li"><a class="xref" href="#topic_tdq_cst_x5b">Why should I use intelligent triage?</a></li>
<li class="li"><a class="xref" href="#topic_zcy_cst_x5b">How do I configure intelligent triage?</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_dt2_rrt_x5b__ul_related">
<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>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">Classifying unique information in tickets with
entities</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5222280338202" target="_blank">Intelligent triage use cases and
workflows</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_us1_cst_x5b">
<h2 class="title topictitle2" id="ariaid-title2">What is intelligent triage?</h2>
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<p class="p" dir="ltr">Intelligent triage uses AI to automatically classify every incoming request
by topic, entity, sentiment, and language, giving you context into what customers
are asking, how they feel, and what details matter most.</p>
<img class="image img-screenshot" id="topic_us1_cst_x5b__image_intelligent_triage_graphic" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_about_intelligent_triage_graphic.png" width="400">
<p class="p" dir="ltr">You can use these classifications to optimize your service operation
to:</p>
<ul class="ul" id="topic_us1_cst_x5b__ul_vkx_cy3_y5b">
<li class="li">Automate repeatable requests and eliminate manual triage</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4973607684506" target="_blank">Route tickets to the right teams
automatically</a></li>
<li class="li">Act quickly on high-risk or high-priority tickets</li>
<li class="li">Give agents instant context to resolve requests faster</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7934147095066" target="_blank">Report on trends in ticket topics, sentiment,
and language over time</a></li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_nkh_cst_x5b">
<h2 class="title topictitle2" id="ariaid-title3">How does intelligent triage work?</h2>
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<p class="p">When a ticket is submitted with a public comment, the Zendesk machine learning model
analyzes the content and automatically classifies it by topic, sentiment, language,
and any entities you've defined. These classifications are added as fields on the
ticket and are available immediately — no manual input required.</p>
<p class="p">Here's an example of how intelligent triage can help your team provide better and
faster customer service:</p>
<ol class="ol" id="topic_nkh_cst_x5b__ol_kgt_x1j_y5b">
<li class="li">
<strong class="ph b">A customer submits a ticket</strong> saying that the item they ordered arrived
damaged.</li>
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<strong class="ph b">Intelligent triage automatically classifies the ticket with the topic</strong>
<em class="ph i">Item has problem or is damaged on arrival</em> from the list of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">topics</a> you have in your
account.</li>
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<strong class="ph b">The ticket is routed to the right team</strong> because of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4766535251610" target="_blank">trigger you created</a> to automatically
route and prioritize tickets about damaged items and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4662504732954" target="_blank">view you created</a> that groups tickets
by topic.</li>
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<strong class="ph b">The agent opens the ticket and uses the topic classification</strong> to quickly
understand that the customer received a damaged item and needs a new one.</li>
</ol>
<p class="p">For more information about the specific fields intelligent triage adds to tickets,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_l5w_fr4_pgc" target="_blank">Understanding intelligent triage
fields</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tdq_cst_x5b">
<h2 class="title topictitle2" id="ariaid-title4">Why should I use intelligent triage?</h2>
<div class="body">
<p class="p">Intelligent triage removes the need to manually read and categorize each ticket,
reducing handling time and ensuring tickets reach the right team the first time.
Classifications appear directly in the ticket, giving agents instant context to
resolve requests faster. You can also use topic, sentiment, language, and entity
data to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7934147095066" target="_blank">report on trends</a> and continuously improve
how you deliver support.</p>
<p class="p">You can also incorporate intelligent triage classifications into your workflows to
automate repeatable requests, eliminate manual triage, and act quickly on high-risk
tickets. For examples of how to put classifications to work, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5222280338202" target="_blank">Intelligent triage use cases and workflows</a>.</p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_zcy_cst_x5b">
<h2 class="title topictitle2" id="ariaid-title5">How do I configure intelligent triage?</h2>
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<p class="p">You can configure intelligent triage in Admin Center. If you have a Suite or Support
Professional plan, you must complete the onboarding guide to set up intelligent
triage. If you have the Copilot add-on and are setting up intelligent triage for the
first time, or haven't set up workflows yet, an onboarding guide will appear to help
you get started. To get started with setup, complete the following steps:</p>
<ul class="ul" id="topic_zcy_cst_x5b__ul_config_steps">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Configure topic, sentiment, and language
detection settings</a> in Admin Center</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">Create entities</a> to capture specific
details in tickets, such as product names</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8718789695002" target="_blank">Create custom topics</a> to personalize
intelligent triage for your business</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6298065502874" target="_blank">Configure how classifications appear for
agents</a> in the ticket header and properties panel</li>
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