Editing and managing 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 topicsoraccept suggestions for new topicsthat intelligent triage provides based on your ticket data.


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Summary: ◀▼
You can edit intelligent triage topics to match your team’s language, restore a topic name to its default, or activate and deactivate topics as your needs change. Edited topic names and descriptions still support ticket classification, but triggers and tags do not update automatically. Deactivated topics stop being detected on new tickets, though they still appear in Explore reports.





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 accept suggestions for new topics that intelligent triage
provides based on your ticket data.
You can edit and manage default topics, suggested topics, and any custom topics you
create by editing names and descriptions. Intents can also be deactivated and activated
as needed.
To manage any duplicate or overlapping topics, see Resolving topic conflicts.
This article contains the following topics:

Editing topic names and descriptions

Restoring a topic name to its default value

Deactivating or activating a topic

Related articles:

Accessing and viewing intelligent triage
topics
Automatically classifying tickets with
intelligent triage



Editing topic names and descriptions

You can edit an topic’s name or description in any supported language to better
reflect the terminology preferred by your organization.
Intelligent triage continues to detect tickets based on the original topic, even
after its been edited. Because of this, you should only edit topic names to make
small adjustments to an topic’s terminology, not updates that completely change the
meaning of an topic.
Keep in mind that when you edit an topic name:
Existing ticket triggers that use the
Ticket > Intent condition will not be updated with the new name.
Any associated tags using the topic's name will
not be updated with the new name.


To edit a topic name or description



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

(Optional) Change the language by clicking Actions > View
language and select the language you want to edit topics for.
Browse, search, or filter the list to find the topic you want to edit.
Hover your mouse over the topic, click the options ( ) icon, and select Edit topic.

Update the Name or Description of the topic.

Click Save changes. The topic is automatically marked with an Edited
label to let you know that it has been changed from its original
name.





Restoring a topic name to its default value

If needed, you can also restore an edited topic's name to its default name.
To restore a topic name to its default value




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

Browse, search, or filter to find the topic you want to
restore.
Click the options ( ) icon, and select Restore default
name.





Deactivating or activating a topic

You can deactivate both default and custom topics that aren’t useful for your
account anymore.
Zendesk may deactivate topic values if the topic is no longer available or
relevant to your account. Intent values may also be reactivated by Zendesk if they
become relevant again.
You can reactivate topics values as needed but can’t reactivate topics that
were deactivated by Zendesk.
When you or Zendesk deactivates a topic, the topic
will no longer be detected in new tickets. If you have any business rules, such as
triggers, view or automations, that are based on the deactivated topic, they will
stop working. Deactivated topics still appear in Explore reports.

At least one default topic must remain active.
To deactivate or activate a topic

In Admin Center, click
AI in the sidebar, then select Intelligent triage > Topic.
Browse or search to find the topic you want to deactivate or activate.
Hover your mouse over the topic, click the options ( ) icon, and select Activate or
Deactivate.

Confirm your selection by clicking either Activate topic or Deactivate
topic.
The topic’s status is
updated in the topic list. Deactivated topics are labeled “Inactive”. If
you’ve activated a topic, the “Inactive” label is removed.





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