Creating views for automatically triaged tickets

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<p id="docs-hc-snippet" style="display: none;">Intelligent triageuses AI to automatically classify new customer support tickets by topic, sentiment, and language, and enriches tickets with entities, such as product names. You can use these classifications to create views that route tickets to the right groups and help supervisors monitor queue health. For example, create views for billing topics, specific languages, or tickets from upset requesters.</p>
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<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> uses AI to automatically
classify new customer support tickets by topic, sentiment, and language, and enriches
tickets with entities, such as product names. You can use these classifications to
create views that route tickets to the right groups and help supervisors monitor queue
health. For example, create views for billing topics, specific languages, or tickets
from upset requesters.</p>
<p class="p" dir="ltr">This approach is typically most helpful for small organizations with relatively
few agents. For larger organizations, it's recommended to use omnichannel routing,
standalone skills-based routing, or triggers to route tickets based on intelligent
triage classifications. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4973607684506" target="_blank">Choosing a routing method for automatically triaged
tickets</a>.</p>
<p class="p" dir="ltr">For more information on creating views, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Creating views to manage ticket workflow</a>.</p>
<div class="p" dir="ltr">This article contains the following topics:<ul class="ul" id="zug_automated_triage_views__ul_ivf_yy3_5tb">
<li class="li"><a class="xref" href="#topic_yth_bz3_5tb">Creating a view for all
topics</a></li>
<li class="li"><a class="xref" href="#topic_hfh_cz3_5tb">Creating views for a specific
topic</a></li>
<li class="li"><a class="xref" href="#topic_ncj_dz3_5tb">Creating views for a specific
language</a></li>
<li class="li"><a class="xref" href="#topic_xgl_whh_hwb">Creating views for specific sentiments</a></li>
</ul>
</div>
<div class="p">
<div class="note note" id="zug_automated_triage_views__note_rp3_mnv_lbc">
<span class="notetitle">Note:</span> When creating views in Admin Center, intelligent triage
values are available only in English. However, intelligent triage is capable of
classifying content in the languages listed <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01GYJ1PBVKD26QN3E8JNS3X3TX" target="_blank">here</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_yth_bz3_5tb">
<h2 class="title topictitle2" id="ariaid-title2">Creating a view for all topics</h2>
<div class="body">
<p class="p" dir="ltr">You can create a view to show all tickets that intelligent triage has
classified by topic. This helps you get an at-a-glance view of what your tickets are
about.</p>
<div class="p" dir="ltr">
<strong class="ph b">To create a view grouped by topic</strong><ol class="ol" id="topic_yth_bz3_5tb__ol_pmw_4z3_5tb">
<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" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Views</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add view</strong>. </li>
<li class="li">At the top of the page, enter a name for the view (such as <strong class="ph b">Tickets by
topic</strong>). </li>
<li class="li">Enter a <strong class="ph b">Description</strong> for your view. </li>
<li class="li">Under <strong class="ph b">Tickets must meet all of these conditions to appear in the
view</strong>, add the condition: <p class="p"><strong class="ph b">Status</strong> | <strong class="ph b">Less than</strong> |
<strong class="ph b">Solved</strong>
</p>
</li>
<li class="li">Under <strong class="ph b">Formatting options</strong>, choose the <strong class="ph b">Columns</strong> you want to add
to your view. It can be helpful to add <strong class="ph b">Topic</strong> and <strong class="ph b">Language</strong>. </li>
<li class="li">Under <strong class="ph b">Group by</strong>, select <strong class="ph b">Topic</strong>, and then select
<strong class="ph b">Descending</strong>. </li>
<li class="li">Under <strong class="ph b">Order by</strong>, select the ticket field you want to order your view
by (within each group), and the direction of the sort. </li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">You now have a view that shows you all non-closed tickets grouped by topic.</p>
<p class="p"><img class="image img-screenshot" id="topic_yth_bz3_5tb__image_pdk_c1j_5tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_ml_automated_triage_view_all_intents.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hfh_cz3_5tb">
<h2 class="title topictitle2" id="ariaid-title3">Creating views for a specific topic</h2>
<div class="body">
<p class="p">You can create a view for a specific topic, such as refund requests, and then assign
that view to the group of agents that are dedicated to that specialty.</p>
<p class="p">A view like this also gives supervisors a quick way to see how tickets with a certain
topic (for example, frequent or sensitive topics) are being handled by their
teams.</p>
<div class="p">
<strong class="ph b">To create a view for a specific topic</strong><ol class="ol" id="topic_hfh_cz3_5tb__ol_wn3_21j_5tb">
<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" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Views</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add view</strong>.</li>
<li class="li">At the top of the page, enter a name for the view (such as <strong class="ph b">Unassigned
refund request tickets</strong>).</li>
<li class="li">Enter a <strong class="ph b">Description</strong> for your view.</li>
<li class="li">(Optional) In the <strong class="ph b">Who has access</strong> dropdown, select <strong class="ph b">Agents in
specific groups</strong>. In the <strong class="ph b">Choose which groups have access</strong>
dropdown, select the group responsible for refund requests.</li>
<li class="li">Under <strong class="ph b">Tickets must meet all of these conditions to appear in the
view</strong>, add the following conditions:<ul class="ul" id="topic_hfh_cz3_5tb__ol_wcd_j1j_5tb">
<li class="li">
<strong class="ph b">Assignee</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">-</strong>
</li>
<li class="li">
<strong class="ph b">Status</strong> | <strong class="ph b">Less than</strong> | <strong class="ph b">Solved</strong>
</li>
<li class="li">
<strong class="ph b">Topic | Is | Billing::Refund::Refund request</strong><p class="p"><img class="image img-screenshot" id="topic_hfh_cz3_5tb__image_zbj_m1j_5tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_ml_automated_triage_view_specific_intent.png" width="500"></p>
<p class="p">If you’re creating a view with multiple
topics, it’s simpler to build a condition using <strong class="ph b">Tags</strong>
instead of <strong class="ph b">Topic</strong>. For example, your third condition might
look like this instead: </p>
<p class="p"><strong class="ph b">Tags</strong> | <strong class="ph b">Contain at least
one of the following</strong> | <em class="ph i">all tags that start with
“topic__billing”</em></p>
</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Formatting options</strong>, choose the <strong class="ph b">Columns</strong> you want to add
to your view. It can be helpful to add <strong class="ph b">Topic</strong> and
<strong class="ph b">Language</strong>.</li>
<li class="li">Under <strong class="ph b">Group by</strong>, select the ticket field you want to group your view
by, and the direction of the sort.</li>
<li class="li">Under <strong class="ph b">Order by</strong>, select the ticket field you want to order your view
by, and the direction of the sort.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">You now have a view that shows you all unassigned tickets that intelligent triage
classified as refund requests. Your billing team can use this view to work new
tickets from customers who need help with refunds.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ncj_dz3_5tb">
<h2 class="title topictitle2" id="ariaid-title4">Creating views for a specific language</h2>
<div class="body">
<p class="p" dir="ltr">You can create a view for a specific language, such as Spanish, and then
assign that view to the group of agents who are trained to handle requests in that
language.</p>
<p class="p">A view like this also gives supervisors a quick way to see how tickets for a certain
language are being handled by their teams.</p>
<div class="p" dir="ltr">
<strong class="ph b">To create a view for a specific language</strong><ol class="ol" id="topic_ncj_dz3_5tb__ol_ulw_s1j_5tb">
<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" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Views</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add view</strong>.</li>
<li class="li">At the top of the page, enter a name for the view (such as <strong class="ph b">Unassigned
tickets for Spanish support</strong>).</li>
<li class="li">Enter a <strong class="ph b">Description</strong> for your view.</li>
<li class="li">(Optional) In the <strong class="ph b">Who has access</strong> dropdown, select <strong class="ph b">Agents in
specific groups</strong>. In the <strong class="ph b">Choose which groups have access</strong>
dropdown, select the group responsible for Spanish-speaking support.</li>
<li class="li">Under <strong class="ph b">Tickets must meet all of these conditions to appear in the
view</strong>, add the following conditions:<ul class="ul" id="topic_ncj_dz3_5tb__ol_mnk_w1j_5tb">
<li class="li">
<strong class="ph b">Assignee</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">-</strong>
</li>
<li class="li">
<strong class="ph b">Status</strong> | <strong class="ph b">Less than</strong> | <strong class="ph b">Solved</strong>
</li>
<li class="li">
<strong class="ph b">Language</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Spanish; Castilian</strong><p class="p"><img class="image img-screenshot" id="topic_ncj_dz3_5tb__image_y3r_x1j_5tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_ml_automated_triage_view_specific_language.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Formatting options</strong>, choose the <strong class="ph b">Columns</strong> you want to add
to your view. It can be helpful to add <strong class="ph b">Topic</strong>.</li>
<li class="li">Under <strong class="ph b">Group by</strong>, select the ticket field you want to group your view
by, and the direction of the sort.</li>
<li class="li">Under <strong class="ph b">Order by</strong>, select the ticket field you want to order your view
by, and the direction of the sort.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">You now have a view that shows you all unassigned tickets where the requester speaks
Spanish. Your Spanish-speaking support team can use this view to work new
tickets.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_xgl_whh_hwb">
<h2 class="title topictitle2" id="ariaid-title5">Creating views for specific sentiments</h2>
<div class="body">
<p class="p">You can create views for tickets based on specific sentiments (Negative and Very
negative, for example) for specially trained customer service teams.</p>
<p class="p">A view like this also gives supervisors a quick way to see how tickets with specific
sentiments (especially unhappy customers) are being handled by their teams.</p>
<p class="p"><strong class="ph b">To create a view for a specific sentiment</strong></p>
<div class="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" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Views</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add view</strong>.</li>
<li class="li">At the top of the page, enter a name for the view (such as <strong class="ph b">Tickets with
negative sentiment</strong>).</li>
<li class="li">Enter a <strong class="ph b">Description</strong> for your view.</li>
<li class="li">(Optional) In the <strong class="ph b">Who has access</strong> dropdown, select <strong class="ph b">Agents in
specific groups</strong>. In the <strong class="ph b">Choose which groups have access</strong>
dropdown, select the group responsible for handling delicate
situations.</li>
<li class="li">Under <strong class="ph b">Tickets must meet all of these conditions to appear in the
view</strong>, add the following conditions:<ul class="ul" id="topic_xgl_whh_hwb__ul_ijh_zhh_hwb">
<li class="li">
<strong class="ph b">Assignee</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">-</strong>
</li>
<li class="li">
<strong class="ph b">Status</strong> | <strong class="ph b">Less than</strong> | <strong class="ph b">Solved</strong>
</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Tickets can meet any of these conditions to appear in the view</strong>,
add the following conditions:<ul class="ul" id="topic_xgl_whh_hwb__ol_zg5_d3h_hwb">
<li class="li">
<strong class="ph b">Sentiment</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Negative</strong>
</li>
<li class="li">
<strong class="ph b">Sentiment</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Very negative</strong><p class="p"><img class="image" id="topic_xgl_whh_hwb__image_wxb_n3h_hwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ml_intelligent_triage_views_sentiment.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Formatting options</strong>, choose the <strong class="ph b">Columns</strong> you want to add
to your view. It can be helpful to add <strong class="ph b">Topic</strong>.</li>
<li class="li">Under <strong class="ph b">Group by</strong>, select the ticket field you want to group your view
by, and the direction of the sort.</li>
<li class="li">Under <strong class="ph b">Order by</strong>, select the ticket field you want to order your view
by, and the direction of the sort.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">You now have a view that shows you all tickets where intelligent triage classified
that the customer sentiment was Negative or Very negative. Your customer service
team can use this view to work new tickets where careful communication may be
required.</p>
</div>
</div>
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