Accessing and viewing intelligent triage intents

As part of intelligent triage, your account includes a
prebuilt list of default intents specific to your industry that predict what a ticket is
about. To address your specific business needs, you might also create custom intents or review recommendations to improve your intent quality.
Recommendations are made based on your ticket data.
You can access all of your intents in Admin Center.
This article contains the following topics:

Accessing the intelligent triage
Intent page
Finding intents

Related articles:

Automatically detecting customer intent,
language, and sentiment



Accessing the intelligent triage Intent page

You can access the Intent page from Admin Center.

To access the intelligent triage Intent page

In Admin Center, click
AI in the sidebar, then select Intelligent triage > Intent.
Review details
about your intents, such as coverage, which is a count of all the
tickets assigned to an intent in the last 30 days.
From this
page, you can also take the following actions:

Find
intents by searching or filtering

Create custom intents
to address your specific business needs

Review and accept intent
recommendations to automate intent maintenance

Edit and manage your
intents

Configure your intent
settings








Finding intents

You can find intents by:
Searching intents
Filtering intents
Filtering intent
suggestions




Searching intents

Search the list of intents to quickly find the intent you're looking for.

To search intents

In Admin Center, click
AI in the sidebar, then select Intelligent triage > Intent. By default, the page opens on the Intents tab. If you want to
search intent recommendations, click the Recommendations
tab.

In the search box, start typing your search term.





Filtering intents

Filter intents by status or type
To filter intents



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

From the Intents tab, click Filter.
Select an intent Status.
Select either All statuses, Active, or Inactive.

Select a Type. Select either All intents, Default, or
Custom.

Click Apply filters.




Filtering intent recommendations

Filter the list of intent recommendations by review status or type.

To filter intent recommendations
In Admin Center, click
AI in the sidebar, then select Intelligent triage > Intent.
Click the Recommendations tab, then click Filter.
You can filter
recommendations by status or type.

To filter by review status, select an option from the
Status drop-down. Select either All, In review,
Declined, or Accepted.
If you accepted a
recommendation to create a new intent, it appears on the
Intents page and not in the filtered list of accepted
recommendations.

To filter by the type of recommendation, select an option from
the Type drop-down. Select either All, Conflict, or New
intent.



Click Apply filters.





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