Editing and managing topics

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">You can edit intelligent triage topics to match your team’s terminology, restore default names, and activate or deactivate topics as your needs change. Updates let you manage default, suggested, and custom topics, but edited names do not change existing triggers, tags, or translations automatically. Deactivated topics stop classifying new tickets and are removed from ticket topic lists.</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">As part of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_ebn_l4g_htb" target="_blank">intelligent triage</a>, 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8718789695002" target="_blank">create custom topics</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9484697389210" target="_blank">accept suggestions for new topics</a> that intelligent triage
provides based on your ticket data.</p>
<p class="p">You can edit and manage default topics, suggested topics, and any custom topics you
create by editing names and descriptions. Topics can also be deactivated and activated
as needed.</p>
<p class="p">To manage any duplicate or overlapping topics, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9484697389210#topic_kwc_gtn_yhc" target="_blank">Resolving topic conflicts</a>.</p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="zug_automated_triage_managing__ul_phj_tn3_fzb">
<li class="li"><a class="xref" href="#topic_qbn_ln3_fzb">Editing topic names and descriptions</a></li>
<li class="li">
<a class="xref" href="#topic_tnb_lqp_zfc">Restoring a topic name to its default value</a>
</li>
<li class="li"><a class="xref" href="#topic_oq2_hc4_32c">Deactivating or activating a topic</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="zug_automated_triage_managing__ul_lk1_tn3_fzb">
<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/4550640560538" target="_blank">Automatically classifying tickets with
intelligent triage</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qbn_ln3_fzb">
<h2 class="title topictitle2" id="ariaid-title2">Editing topic names and descriptions</h2>
<div class="body">
<p class="p">You can edit an topic’s name or description in any supported language to better
reflect the terminology preferred by your organization. </p>
<p class="p">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.</p>
<div class="p">Keep in mind that when you edit an topic name:<ul class="ul" id="topic_qbn_ln3_fzb__ul_aqf_5z3_k3c">
<li class="li">Existing <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882" target="_blank">ticket triggers</a> that use the
Ticket &gt; Intent condition will not be updated with the new name.</li>
<li class="li">Any associated <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835059482" target="_blank">tags</a> using the topic's name will
not be updated with the new name.</li>
<li class="li">The topic's translations aren't automatically updated. You must edit its
translations to the new name. </li>
</ul>
</div>
<p class="p"><strong class="ph b">To edit a topic name or description</strong>
</p>
<ol class="ol" id="topic_qbn_ln3_fzb__ol_avm_p43_fzb">
<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_qbn_ln3_fzb__image_thz_dh1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Intelligent triage &gt; Topic</strong>.</span>
</li>
<li class="li">(Optional) Change the language by clicking <strong class="ph b">Actions</strong> &gt; <strong class="ph b">View
language</strong> and select the language you want to edit topics for. </li>
<li class="li">Browse, search, or filter the list to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610#topic_l3b_hn3_fzb" target="_blank">find the topic</a> you want to edit. </li>
<li class="li">Hover your mouse over the topic, click the options (<img class="image" id="topic_qbn_ln3_fzb__image_r5r_nzn_32c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) icon, and select <strong class="ph b">Edit topic</strong>. <p class="p"><img class="image img-screenshot" id="topic_qbn_ln3_fzb__image_bb2_bhw_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ai_hub_intents_manage.png" width="800"></p>
</li>
<li class="li">Update the <strong class="ph b">Name</strong> or <strong class="ph b">Description</strong> of the topic.<p class="p"><img class="image img-screenshot" id="topic_qbn_ln3_fzb__image_f52_2hw_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ai_hub_intents_manage_edit.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>. <p class="p">The topic is automatically marked with an Edited
label to let you know that it has been changed from its original
name.</p>
</li>
<li class="li">(Optional) To edit the topic's translations, click the options (<img class="image" id="topic_qbn_ln3_fzb__image_gmk_bhr_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) icon, and select <strong class="ph b">Edit
translations</strong>. </li>
<li class="li">Edit each translations name, then click <strong class="ph b">Save</strong>.<p class="p"><img class="image img-screenshot" id="topic_qbn_ln3_fzb__image_kyr_qhr_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_triage_topic_translations.png" width="200"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tnb_lqp_zfc">
<h2 class="title topictitle2" id="ariaid-title3">Restoring a topic name to its default value</h2>
<div class="body">
<p class="p">If needed, you can also restore an edited topic's name to its default name. </p>
<p class="p"><strong class="ph b">To restore a topic name to its default value</strong>
</p>
<div class="p">
<ol class="ol" id="topic_tnb_lqp_zfc__ol_upk_z43_fzb">
<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_tnb_lqp_zfc__image_thz_dh1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Intelligent triage &gt; Topic</strong>.</span>
</li>
<li class="li">Browse, search, or filter to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610#topic_l3b_hn3_fzb" target="_blank">find the topic</a> you want to
restore. </li>
<li class="li">Click the options (<img class="image" id="topic_tnb_lqp_zfc__image_k2s_qhw_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) icon, and select <strong class="ph b">Restore default
name</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_oq2_hc4_32c">
<h2 class="title topictitle2" id="ariaid-title4">Deactivating or activating a topic</h2>
<div class="body">
<p class="p" dir="ltr">You can deactivate both default and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8718789695002#topic_b1s_pyn_32c" target="_blank">custom topics</a> that aren’t useful for your
account anymore.</p>
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">You can reactivate topics values as needed but can’t reactivate topics that
were deactivated by Zendesk. </p>
<p class="p" dir="ltr">When you or Zendesk deactivates a topic, the topic will no longer be
detected in new tickets and won't appear in the drop-down topic list in a ticket's
header. If you have any business rules based on the deactivated topic, such as triggers, views, or automations, they will stop working. Deactivated topics still
appear in Explore reports.</p>
<div class="note attention">
<span class="attentiontitle"></span> At least one default topic must remain active.</div>
<p class="p"><strong class="ph b">To deactivate or activate a topic</strong></p>
<ol class="ol" id="topic_oq2_hc4_32c__ol_dpx_2zn_32c">
<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_oq2_hc4_32c__image_thz_dh1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Intelligent triage &gt; Topic</strong>.</span></li>
<li class="li">Browse or search to find the topic you want to deactivate or activate.</li>
<li class="li">Hover your mouse over the topic, click the options (<img class="image" id="topic_oq2_hc4_32c__image_r5r_nzn_32c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) icon, and select <strong class="ph b">Activate</strong> or
<strong class="ph b">Deactivate</strong>.<p class="p"><img class="image img-screenshot" id="topic_oq2_hc4_32c__image_qqn_krp_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ai_hub_intents_manage.png" width="800"></p>
</li>
<li class="li">Confirm your selection by clicking either <strong class="ph b">Activate topic</strong> or <strong class="ph b">Deactivate
topic</strong>.<p class="p"><img class="image img-screenshot" id="topic_oq2_hc4_32c__image_t41_tzn_32c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_deactivate_confirmation.png" width="400"></p>
<p class="p">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.</p>
<p class="p"><img class="image img-screenshot" id="topic_oq2_hc4_32c__image_h3c_hq4_32c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_list_system_inactive.png" width="600"></p>
</li>
</ol>
</div>
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