Routing automatically triaged tickets using omnichannel routing

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<p id="docs-hc-snippet" style="display: none;">If you've set up bothintelligent triageandomnichannel routing, you can incorporate intelligent triage classifications into your omnichannel workflows for email and messaging tickets.</p>
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<p id="docs-ai-summary-content">You can use intelligent triage classifications with omnichannel routing to route new email and messaging tickets by topic, language, sentiment, or spam, while still factoring in availability, capacity, skills, and priority. The article shows how to build triggers that assign tickets to the right group, set priority, and prevent the rule from firing twice using a tag or agent reply check.</p>
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<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">If you've set up both <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">intelligent triage</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5866925319962" target="_blank">omnichannel routing</a>, you can incorporate intelligent triage
classifications into your omnichannel workflows for email and messaging tickets. </p>
<p class="p">Pairing these two features lets you incorporate a ticket's topic, language, and sentiment
into your routing rules, while still taking availability, capacity, skills, and ticket
priority into consideration. </p>
<p class="p">This article gives you examples of triggers you can create based on intelligent triage
information and use with omnichannel routing. You can use these examples as starting
points and customize the details for your purposes. Keep in mind that intelligent triage
values are available only in English when you're creating triggers; however, intelligent
triage can classify content in the languages listed <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01GYJ1PBVKD26QN3E8JNS3X3TX" target="_blank">here</a>.</p>
<div class="note note" id="topic_y3h_zgs_25b__note_ykv_ysg_xyb">
<span class="notetitle">Note:</span> Intelligent triage conditions don’t work with the
<strong class="ph b">Ticket</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Created</strong> condition. When adding conditions related
to topic, language, or sentiment in the triggers, use the <strong class="ph b">Status</strong> | <strong class="ph b">Is</strong> |
<strong class="ph b">New</strong> condition instead. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940673936026" target="_blank">Why didn’t my intelligent triage trigger run during ticket
creation?</a>
</div>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="topic_y3h_zgs_25b__ul_ekg_nhs_25b">
<li class="li"><a class="xref" href="#topic_k43_4hs_25b">Creating a routing trigger based on a specific topic</a></li>
<li class="li"><a class="xref" href="#topic_pxc_rhs_25b">Creating a routing trigger based on a topic and language</a></li>
<li class="li"><a class="xref" href="#topic_bv1_z3h_hwb">Creating a routing trigger based on sentiment</a></li>
<li class="li"><a class="xref" href="#topic_dk4_d1d_3xb">Creating a spam routing trigger based on topic</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_y3h_zgs_25b__ul_cly_vsg_xyb">
<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/6191493148186" target="_blank">Routing automatically triaged tickets using
standalone skills-based routing</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_k43_4hs_25b">
<h2 class="title topictitle2" id="ariaid-title2">Creating a routing trigger based on a specific topic</h2>
<div class="body">
<p class="p">You can create a trigger that assigns tickets to a group based on the topic of the
ticket. This helps you direct tickets to the agents most qualified to help the
requester. </p>
<p class="p">The example below defines a trigger that assigns a group and priority to tickets that
meet the specified conditions, including the topic.</p>
<p class="p"><strong class="ph b">To create a trigger based on a topic</strong>
</p>
<ol class="ol" id="topic_k43_4hs_25b__ol_vjn_13s_25b">
<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_k43_4hs_25b__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span>
</li>
<li class="li">Click <strong class="ph b">Create trigger</strong>. </li>
<li class="li">In <strong class="ph b">Trigger name</strong>, enter a name for the trigger (such as <strong class="ph b">Assign to
&lt;group&gt; based on &lt;specific&gt; topic</strong>, customized with relevant
details of your trigger). </li>
<li class="li">(Optional) Enter a <strong class="ph b">Description</strong> for your trigger. </li>
<li class="li">Select a <strong class="ph b">Category</strong> for your trigger. </li>
<li class="li">In the <strong class="ph b">Conditions</strong> pane, under <strong class="ph b">Meet ALL of the following
conditions</strong>, add the following conditions: <ul class="ul" id="topic_k43_4hs_25b__ol_lgw_pps_25b">
<li class="li">(If you’re routing email tickets) <strong class="ph b">Ticket &gt; Tags</strong> | <strong class="ph b">Contains at
least one of the following</strong> | &lt;enter your omnichannel
auto-routing trigger&gt;</li>
<li class="li">
<strong class="ph b">Ticket &gt; Status</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">New</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Topic</strong> | <strong class="ph b">Is</strong> | &lt;select the topic you want the
trigger to be based on&gt; </li>
<li class="li">
<strong class="ph b">Ticket &gt; Tags</strong> | <strong class="ph b">Contains none of the following</strong> |
triage_trigger_fired </li>
<li class="li">
<strong class="ph b">Ticket &gt; Agent replies</strong> | <strong class="ph b">Less than</strong> | <strong class="ph b">1</strong>
</li>
<li class="li">(Optional) <strong class="ph b">Ticket &gt; Topic confidence</strong> | <strong class="ph b">Is not</strong> |
<strong class="ph b">Low</strong>
</li>
</ul>
</li>
<li class="li">In the <strong class="ph b">Actions</strong> pane, add the following actions: <ul class="ul" id="topic_k43_4hs_25b__ol_pq2_rps_25b">
<li class="li">
<strong class="ph b">Ticket &gt; Add tags</strong> | <strong class="ph b">triage_trigger_fired</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Group</strong> | &lt;select the group you want the tickets to be
assigned to&gt; </li>
<li class="li">
<strong class="ph b">Ticket &gt; Priority</strong> | &lt;select whatever priority level makes
sense for your use case&gt;</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
</ol>
<p class="p">The <strong class="ph b">triage_trigger_fired</strong> tag helps ensure that your trigger runs only once on
each ticket. The trigger adds the tag the first time it runs, and after that, the
presence of the tag prevents the trigger from running again. The <strong class="ph b">Agent
replies</strong> condition performs a similar function. In the event that the tag is
accidentally deleted, this condition prevents the trigger from running on a ticket
on which an agent has already replied. </p>
<p class="p"><img class="image img-screenshot" id="topic_k43_4hs_25b__image_y2x_qqs_25b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_ml_automated_triage_triggers_1.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pxc_rhs_25b">
<h2 class="title topictitle2" id="ariaid-title3">Creating a routing trigger based on a topic and language</h2>
<div class="body">
<p class="p">You can also create a trigger that assigns tickets based on a combination of topic
and language. This might be helpful if you have language-specific customer service
groups. </p>
<p class="p">The example below defines a trigger that assigns a group and priority to tickets that
meet the specified conditions, including the topic and language.</p>
<p class="p"><strong class="ph b">To create a trigger based on topic and language </strong></p>
<ol class="ol" id="topic_pxc_rhs_25b__ol_n4j_1qs_25b">
<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_pxc_rhs_25b__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create trigger</strong>. </li>
<li class="li">In <strong class="ph b">Trigger name</strong>, enter a name for the trigger (such as <strong class="ph b">Assign
&lt;language&gt; tickets to &lt;group&gt; based on &lt;specific&gt;
topic</strong>, customized with relevant details of your trigger). </li>
<li class="li">(Optional) Enter a <strong class="ph b">Description</strong> for your trigger. </li>
<li class="li">Select a <strong class="ph b">Category</strong> for your trigger. </li>
<li class="li">In the <strong class="ph b">Conditions</strong> pane, under <strong class="ph b">Meet ALL of the following
conditions</strong>, add the following conditions: <ul class="ul" id="topic_pxc_rhs_25b__ol_pfx_cqs_25b">
<li class="li">(If you’re routing email tickets) <strong class="ph b">ticket &gt; Tags</strong> | <strong class="ph b">Contains at
least one of the following</strong> | &lt;enter your omnichannel
auto-routing trigger&gt;</li>
<li class="li">
<strong class="ph b">Ticket &gt; Status</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">New</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Topic</strong> | <strong class="ph b">Is</strong> | &lt;select the topic you want the
trigger to be based on&gt; </li>
<li class="li">
<strong class="ph b">Ticket &gt; Language</strong> | <strong class="ph b">Is</strong> | &lt;select the language you want
the trigger to be based on&gt; </li>
<li class="li">
<strong class="ph b">Ticket &gt; Tags</strong> | <strong class="ph b">Contains none of the following</strong> |
<strong class="ph b">triage_trigger_fired</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Agent replies</strong> | <strong class="ph b">Less than</strong> | <strong class="ph b">1</strong>
</li>
<li class="li">(Optional) <strong class="ph b">Ticket &gt; Topic confidence</strong> | <strong class="ph b">Is not</strong> |
<strong class="ph b">Low</strong>
</li>
</ul>
</li>
<li class="li">In the <strong class="ph b">Actions</strong> pane, add the following actions: <ul class="ul" id="topic_pxc_rhs_25b__ol_fbl_dqs_25b">
<li class="li">
<strong class="ph b">Ticket &gt; Add tags</strong> | <strong class="ph b">triage_trigger_fired</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Group</strong> | &lt;select the group you want the tickets to be
assigned to&gt; </li>
<li class="li">
<strong class="ph b">Ticket &gt; Priority</strong> | &lt;select whatever priority level makes
sense for your use case&gt;</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
</ol>
<p class="p"><img class="image img-screenshot" id="topic_pxc_rhs_25b__image_s4v_sqs_25b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_ml_automated_triage_triggers_2.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_bv1_z3h_hwb">
<h2 class="title topictitle2" id="ariaid-title4">Creating a routing trigger based on sentiment</h2>
<div class="body">
<p class="p" dir="ltr">You can create a trigger that assigns tickets with a specific sentiment,
like Negative and Very negative, to a group specially trained to handle these kinds
of situations.</p>
<p class="p">The example below defines a trigger that assigns a group and priority to tickets that
meet the specified conditions, including the sentiment.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a trigger based on sentiment</strong></p>
<ol class="ol">
<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_bv1_z3h_hwb__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create trigger</strong>. </li>
<li class="li">In <strong class="ph b">Trigger name</strong>, enter a name for the trigger (such as <strong class="ph b">Assign to
&lt;group&gt; based on negative sentiment</strong>, customized with relevant
details of your trigger). </li>
<li class="li">(Optional) Enter a <strong class="ph b">Description</strong> for your trigger. </li>
<li class="li">Select a <strong class="ph b">Category</strong> for your trigger. </li>
<li class="li">In the <strong class="ph b">Conditions</strong> pane, under <strong class="ph b">Meet ALL of the following
conditions</strong>, add the following conditions: <ul class="ul" id="topic_bv1_z3h_hwb__ul_cqv_bjh_hwb">
<li class="li">(If you’re routing email tickets) <strong class="ph b">Ticket &gt; Tags</strong> | <strong class="ph b">Contains at
least one of the following</strong> | &lt;enter your omnichannel
auto-routing trigger&gt;</li>
<li class="li">
<strong class="ph b">Ticket &gt; Status</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">New</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Tags</strong> | <strong class="ph b">Contains none of the following</strong> |
<strong class="ph b">triage_trigger_fired</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Agent replies</strong> | <strong class="ph b">Less than</strong> | <strong class="ph b">1</strong>
</li>
<li class="li">(Optional) <strong class="ph b">Ticket &gt; Sentiment confidence</strong> | <strong class="ph b">Is not</strong> |
<strong class="ph b">Low</strong>
</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Meet ANY of the following conditions</strong>, add the following
conditions:<ul class="ul" id="topic_bv1_z3h_hwb__ol_unq_hjh_hwb">
<li class="li">
<strong class="ph b">Ticket &gt; Sentiment</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Negative</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Sentiment</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Very negative</strong>
</li>
</ul>
</li>
<li class="li">In the <strong class="ph b">Actions</strong> pane, add the following actions: <ul class="ul" id="topic_bv1_z3h_hwb__ul_dqv_bjh_hwb">
<li class="li">
<strong class="ph b">Ticket &gt; Add tags</strong> | <strong class="ph b">triage_trigger_fired</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Group</strong> | &lt;select the group you want the tickets to be
assigned to&gt; </li>
<li class="li">
<strong class="ph b">Ticket &gt; Priority</strong> | &lt;select whatever priority level makes
sense for your use case&gt;</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.<p class="p"><img class="image img-screenshot" id="topic_bv1_z3h_hwb__image_upb_sjh_hwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ml_intelligent_triage_triggers_sentiment.png" width="500"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_dk4_d1d_3xb">
<h2 class="title topictitle2" id="ariaid-title5">Creating a spam routing trigger based on topic</h2>
<div class="body">
<p class="p">You can create a trigger that automatically sends any requests that intelligent
triage has identified as spam to a specified queue. When agents don’t have to deal
with spam requests, they can spend more time on customer requests.</p>
<p class="p">The example trigger below assigns spam tickets to a specified group. Choose a
different action in the Actions pane if you prefer to handle spam tickets a
different way.</p>
<div class="p">
<div class="note note" id="topic_dk4_d1d_3xb__note_xln_w1d_3xb">
<span class="notetitle">Note:</span> Before creating a spam routing trigger, make sure that
tickets aren't being inadvertently marked as spam.</div>
</div>
<p class="p"><strong class="ph b">To create a spam routing trigger</strong></p>
<div class="p">
<ol class="ol" id="topic_dk4_d1d_3xb__ol_wsj_j1d_3xb">
<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_dk4_d1d_3xb__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create trigger</strong>. </li>
<li class="li">In <strong class="ph b">Trigger name</strong>, enter a name for the trigger (such as <strong class="ph b">Spam
routing</strong>). </li>
<li class="li">(Optional) Enter a <strong class="ph b">Description</strong> for your trigger. </li>
<li class="li">Select a <strong class="ph b">Category</strong> for your trigger. </li>
<li class="li">In the <strong class="ph b">Conditions</strong> pane, under <strong class="ph b">Meet ALL of the following
conditions</strong>, add the following conditions: <ul class="ul" id="topic_dk4_d1d_3xb__ol_wtg_n1d_3xb">
<li class="li">(If you’re routing email tickets) <strong class="ph b">Ticket &gt; Tags</strong> | <strong class="ph b">Contains
at least one of the following</strong> | &lt;enter your omnichannel
auto-routing trigger&gt;</li>
<li class="li">
<strong class="ph b">Ticket &gt; Status</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">New</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Topic</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Spam</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Tags</strong> | <strong class="ph b">Contains none of the following</strong> |
<strong class="ph b">triage_trigger_fired</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Agent replies</strong> | <strong class="ph b">Less than</strong> | <strong class="ph b">1</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Topic confidence</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">High</strong>
</li>
</ul>
</li>
<li class="li">In the <strong class="ph b">Actions</strong> pane, add the following actions: <ul class="ul" id="topic_dk4_d1d_3xb__ol_if5_q1d_3xb">
<li class="li">
<strong class="ph b">Ticket &gt; Add tags</strong> | <strong class="ph b">triage_trigger_fired</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Group</strong> | &lt;select a group that spam tickets should
be assigned to&gt; </li>
<li class="li">
<strong class="ph b">Ticket &gt; Priority</strong> | <strong class="ph b">Low</strong>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create trigger</strong>. </li>
</ol>
</div>
</div>
</div>
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