Editing and managing intents

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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 accept suggestions for new intents that intelligent triage provides based on your ticket data.

You can edit and manage default intents, suggested intents, and any custom intents you create by editing names and descriptions. Intents can also be deactivated and activated as needed.

To manage any duplicate or overlapping intents, see Resolving intent conflicts.

This article contains the following topics:

Editing intent names and descriptions

Restoring an intent name to its default value

Deactivating or activating intents

Related articles:

Accessing and viewing intelligent triage intents

Automatically detecting customer intent, language, and sentiment

Editing intent names and descriptions

You can edit an intent’s name or description in any supported language to better reflect the terminology preferred by your organization.

Intelligent triage continues to detect tickets based on the original intent, even after its been edited. Because of this, you should only edit intent names to make small adjustments to an intent’s terminology, not updates that completely change the meaning of an intent.

Keep in mind that when you edit an intent name, the edit intent's name isn't updated in any of your existing ticket triggers that use the "Ticket>Intent" condition.

To edit an intent name or description

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

(Optional) Change the language by clicking Actions > View language and select the language you want to edit intents for.

Browse, search, or filter the list to find the intent you want to edit.

Hover your mouse over the intent, click the options () icon, and select Edit intent.

Update the Name or Description of the intent.

Click Save changes.
The intent is automatically marked with an Edited label to let you know that it has been changed from its original name.

Restoring an intent name to its default value

If needed, you can also restore an edited intent's name to its default name.

To restore an intent name to its default value

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

Browse, search, or filter to find the intent you want to restore.

Click the options () icon, and select Restore default name.

Deactivating or activating an intent

You can deactivate both default and custom intents that aren’t useful for your account anymore.

Zendesk may deactivate intent values if the intent is no longer available or relevant to your account. Intent values may also be reactivated by Zendesk if they become relevant again.

You can reactivate intents values as needed but can’t reactivate intents that were deactivated by Zendesk.

When you deactivate an intent or Zendesk deactivates an intent, the intent will no longer be detected in new tickets. If you have any business rules, such as triggers, view or automations, that are based on the deactivated intent, they will stop working. Deactivated intents still appear in Explore reports.

At least one default intent must remain active.

To deactivate or activate an intent

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

Browse or search to find the intent you want to deactivate or activate.

Hover your mouse over the intent, click the options () icon, and select Activate or Deactivate.

Confirm your selection by clicking either Activate intent or Deactivate intent.

The intent’s status is updated in the intent list. Deactivated intents are labeled “Inactive”. If you’ve activated an intent, the “Inactive” label is removed.