Creating views for automatically triaged tickets

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.


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Intelligent triage 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.
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 Choosing a routing method for automatically triaged
tickets.
For more information on creating views, see Creating views to manage ticket workflow.
This article contains the following topics:
Creating a view for all
topics
Creating views for a specific
topic
Creating views for a specific
language
Creating views for specific sentiments




Note: 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 here.



Creating a view for all topics

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.

To create a view grouped by topic
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
Click Add view.
At the top of the page, enter a name for the view (such as Tickets by
topic).
Enter a Description for your view.
Under Tickets must meet all of these conditions to appear in the
view, add the condition: Status | Less than |
Solved


Under Formatting options, choose the Columns you want to add
to your view. It can be helpful to add Topic and Language.
Under Group by, select Topic, and then select
Descending.
Under Order by, select the ticket field you want to order your view
by (within each group), and the direction of the sort.
Click Save.


You now have a view that shows you all non-closed tickets grouped by topic.




Creating views for a specific topic

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.
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.

To create a view for a specific topic
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
Click Add view.
At the top of the page, enter a name for the view (such as Unassigned
refund request tickets).
Enter a Description for your view.
(Optional) In the Who has access dropdown, select Agents in
specific groups. In the Choose which groups have access
dropdown, select the group responsible for refund requests.
Under Tickets must meet all of these conditions to appear in the
view, add the following conditions:

Assignee | Is | -


Status | Less than | Solved


Topic | Is | Billing::Refund::Refund request
If you’re creating a view with multiple
topics, it’s simpler to build a condition using Tags
instead of Topic. For example, your third condition might
look like this instead:
Tags | Contain at least
one of the following | all tags that start with
“topic__billing”



Under Formatting options, choose the Columns you want to add
to your view. It can be helpful to add Topic and
Language.
Under Group by, select the ticket field you want to group your view
by, and the direction of the sort.
Under Order by, select the ticket field you want to order your view
by, and the direction of the sort.
Click Save.


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.



Creating views for a specific language

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.
A view like this also gives supervisors a quick way to see how tickets for a certain
language are being handled by their teams.

To create a view for a specific language
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
Click Add view.
At the top of the page, enter a name for the view (such as Unassigned
tickets for Spanish support).
Enter a Description for your view.
(Optional) In the Who has access dropdown, select Agents in
specific groups. In the Choose which groups have access
dropdown, select the group responsible for Spanish-speaking support.
Under Tickets must meet all of these conditions to appear in the
view, add the following conditions:

Assignee | Is | -


Status | Less than | Solved


Language | Is | Spanish; Castilian



Under Formatting options, choose the Columns you want to add
to your view. It can be helpful to add Topic.
Under Group by, select the ticket field you want to group your view
by, and the direction of the sort.
Under Order by, select the ticket field you want to order your view
by, and the direction of the sort.
Click Save.


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.



Creating views for specific sentiments

You can create views for tickets based on specific sentiments (Negative and Very
negative, for example) for specially trained customer service teams.
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.
To create a view for a specific sentiment


In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
Click Add view.
At the top of the page, enter a name for the view (such as Tickets with
negative sentiment).
Enter a Description for your view.
(Optional) In the Who has access dropdown, select Agents in
specific groups. In the Choose which groups have access
dropdown, select the group responsible for handling delicate
situations.
Under Tickets must meet all of these conditions to appear in the
view, add the following conditions:

Assignee | Is | -


Status | Less than | Solved



Under Tickets can meet any of these conditions to appear in the view,
add the following conditions:

Sentiment | Is | Negative


Sentiment | Is | Very negative



Under Formatting options, choose the Columns you want to add
to your view. It can be helpful to add Topic.
Under Group by, select the ticket field you want to group your view
by, and the direction of the sort.
Under Order by, select the ticket field you want to order your view
by, and the direction of the sort.
Click Save.


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.


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