Intelligent triage resources

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_copilot">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Copilot</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<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 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.</p>
</div>

<div class="body">

<div class="note attention">
<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 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.</p>
<p class="p">The following articles contain more information about intelligent triage:</p>
<ul class="ul" id="topic_intelligent_triage_resources__ul_it_resources">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">About intelligent triage</a></li>
<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/9678056232858" target="_blank">Turning off topic, sentiment, language, or entity
detection</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">Accessing and viewing intelligent triage
topics</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8718789695002" target="_blank">Creating custom topics</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9484697389210" target="_blank">Improving topic quality with personalized
recommendations</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/9470811609370" target="_blank">Editing entity synonyms and detection
settings</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6298065502874" target="_blank">Configuring how intelligent triage
classifications appear for agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4685355428250" target="_blank">Viewing intelligent triage classifications in
tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4973607684506" target="_blank">Choosing a routing method for automatically
triaged tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4766535251610" target="_blank">Routing automatically triaged tickets using
omnichannel routing</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6191493148186" target="_blank">Routing automatically triaged tickets using
standalone skills-based routing</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4662504732954" target="_blank">Creating views for automatically triaged
tickets</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>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5201262314266" target="_blank">Analyzing intelligent triage results and taking
action</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6353620565530" target="_blank">Using intelligent triage to identify and act on
ticket escalations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7934127855002" target="_blank">Overview of the Intelligent triage
dashboard</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7934147095066" target="_blank">Analyzing your intelligent triage
activity</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550620559258" target="_blank">Explore recipe: Intelligent triage
classifications and confidence</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550629802650" target="_blank">Explore recipe: Intelligent triage changes to
topic</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5429030095258" target="_blank">Explore recipe: Comparing intelligent triage
topic classifications with a custom About field</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6057901412378" target="_blank">Explore recipe: Breakdown of CSAT by customer
sentiment</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9387513640090" target="_blank">Explore recipe: Tracking sentiment and topic
changes in tickets</a></li>
</ul>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4471123173402",
"url": "https://support.zendesk.com/hc/en-us/articles/4471123173402",
"headline": "Intelligent triage resources",
"description": "You can use intelligent triage resources to learn how AI classifies tickets by topic, sentiment, language, and entities, and how to use those classifications in workflows, views, routing, and reports.",
"articleSection": "Using Intelligent triage ticket predictions",
"datePublished": "2022-03-17T15:33:47+00:00",
"dateModified": "2026-07-01T15:23:40.975831+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4471123173402"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Support",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405303717658"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>