Overview of the Intelligent triage dashboard


The Intelligent triage dashboard provides valuable insights into your tickets, which you can use to improve your workflows and determine how effective your support is. For example, you can see why your users are reaching out (with topics) and how they feel (with sentiment).


What's my plan?







Add-on

Copilot







Summary: ◀▼
The Intelligent triage dashboard helps you review ticket topics, language, sentiment, and entities to understand why customers reach out and how they feel. It includes prebuilt reports, supports custom reports, and works only after intelligent triage is configured. Use it to monitor classification data, track support trends, and improve workflows and reporting.





Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the Copilot add-on.
The Intelligent triage dashboard provides valuable insights into your tickets, which you
can use to improve your workflows and determine how effective your support is. For
example, you can see why your users are reaching out (with topics) and how they feel
(with sentiment).
The Intelligent triage dataset reflects the classification values (topic, language, and
sentiment) intelligent triage assigned and the detected entities you've defined. If an
agent or business rule changes the values of the intelligent triage ticket fields, the
updated value will not be reflected in this dataset. To see those ticket fields' current
or updated values, create custom reports with the Support - Tickets, Support - Updates
history, or Chat - Messaging tickets datasets.
Explore features a prebuilt dashboard that displays your intelligent triage data. You can
edit and customize prebuilt dashboards by cloning them (see Cloning dashboards).


Note: To view the intelligent triage dashboard, you must configure intelligent triage in your account. For more
information, see Automatically classifying tickets with intelligent
triage.


This article contains the following topics:

Opening the dashboard
Understanding the dashboard reports
Creating custom intelligent triage reports



Opening the dashboard

Use this procedure to open the intelligent triage dashboard.

To access the intelligent triage dashboard
In any product, click the Zendesk Products icon ( ) in the top bar, then select
Analytics.
From the list of dashboards, click the Zendesk Copilot: Intelligent
triage dashboard. All reports in this dashboard use the Zendesk
AI > Intelligent triage dataset.






Understanding the dashboard reports

The intelligent triage dashboard is split into four tabs:

The Overview tab shows information about tickets enriched with topic,
language, and sentiment.
The Topic tab shows information about tickets enriched with topic.
The Entity tab shows information about tickets enriched with
entities.
The Language tab shows information about tickets enriched with
language.
The Sentiment tab shows information about tickets enriched with
sentiment.

To learn about the available reports on each tab, see Analyzing your intelligent triage activity.



Creating custom intelligent triage reports

The prebuilt intelligent triage dashboard is a great starting point for monitoring
your intelligent triage activity. If you want more control over your reporting,
these Explore recipes show you how to build custom reports using intelligent
triage data:

Explore recipe: Intelligent triage
classifications and confidence
Explore recipe: Intelligent triage changes
to topic
Explore recipe: Comparing intelligent
triage topic classifications with a custom About field
Explore recipe: Breakdown of CSAT by
customer sentiment
Explore recipe: Tracking sentiment and
topic changes in tickets



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