Intelligent triage resources

What's my plan?

Add-on | Copilot

You must have the Copilot add-on to use the features described in this article.

Intelligent triage uses artificial intelligence to enrich your tickets with intent and language predictions without the help of agents or admins. You can then use this information for setting up views for teams, automating with triggers or automations, and enhancing Explore reports.

The following articles contain more information about intelligent triage:

About intelligent triage

Automatically detecting customer intent, language, and sentiment

Viewing and managing intelligent triage predictions

Turning on and configuring Intelligence in the context panel (Legacy)

Viewing intelligent triage predictions

Choosing a routing method for automatically triaged tickets

Creating views for automatically triaged tickets

Intelligent triage use cases and workflows

Analyzing intelligent triage results and taking action

Making sense of unexpected intelligent triage predictions

Using intelligent triage to identify and act on ticket escalations

Overview of the Intelligent triage dashboard

Analyzing your intelligent triage activity

Explore recipe: Intelligent triage predictions and confidence

Explore recipe: Intelligent triage changes to intent

Explore recipe: Comparing intelligent triage intent predictions with a custom About field

Explore recipe: Breakdown of CSAT by customer sentiment

Explore recipe: Tracking sentiment and intent changes in tickets