Configuring intelligent triage for the agent experience

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<p id="docs-ai-summary-content">Configure intelligent triage to enhance the agent experience by displaying customer intent and sentiment in ticket headers. Control agent access to auto-filled fields, allowing manual updates if needed. Adjust ticket forms to show or hide these fields, depending on your needs. This setup helps agents quickly access relevant information and provides insights into where AI predictions may need adjustments.</p>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> leverages uses artificial intelligence
(AI) to automatically analyze new support tickets by predicting customer intent,
sentiment, and language, and enriches tickets with actionable details, such as product
names.</p>
<p class="p">This article describes how to configure intelligent triage for the agent experience. By
configuring how the information intelligent triage detects appears in the Agent
Workspace—such as displaying intent and sentiment in the ticket header—you can make
relevant information available to your agents at a glance. Additionally, you can control
agent access to auto-filled fields within ticket forms, allowing for manual updates if
needed. </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_at4_t3x_s2c">Displaying intent and sentiment in the ticket header</a></li>
<li class="li"><a class="xref" href="#topic_vx1_4n3_fzb">Determining whether agents can see and update intelligent triage fields</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/4550640560538" target="_blank">Automatically detecting customer intent,
language, and sentiment</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_at4_t3x_s2c">
<h2 class="title topictitle2" id="ariaid-title2">Displaying intent and sentiment in the ticket header</h2>
<div class="body">
<p class="p">For intent and sentiment, you can configure whether the detected information is
displayed in the ticket header of the conversation for agents.</p>
<p class="p">The view how this information appears to agents, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4685355428250" target="_blank">Viewing intelligent triage predictions in tickets</a>.</p>
<div class="p">
<strong class="ph b">To display intent and sentiment in the ticket header</strong><ol class="ol" id="topic_at4_t3x_s2c__ol_e4x_3jx_s2c">
<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_at4_t3x_s2c__d8e1303" 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">Agent copilot &gt; Auto assist</strong>.</span></li>
<li class="li">Scroll down to the <strong class="ph b">Ticket context</strong> section.</li>
<li class="li"> Click the <strong class="ph b">Show intent in the header</strong> checkbox to display the intent
that's been detected in the conversation.</li>
<li class="li"> Click the <strong class="ph b">Show sentiment in the header</strong> checkbox to display the
sentiment detected in the conversation.<p class="p"><img class="image img-screenshot" id="topic_at4_t3x_s2c__image_u1s_lkx_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_hub_ticket_context_settings.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vx1_4n3_fzb">
<h2 class="title topictitle2" id="ariaid-title3">Determining whether agents can see and update intelligent triage fields</h2>
<div class="body">
<p class="p">When intelligent triage is turned on, the system automatically fills out the intent,
sentiment, and language fields, but admins can control whether the fields are
displayed and editable for agents. To see how these fields appear to agents, see
<a class="xref" href="https://www.google.com/url?q=https://support.zendesk.com/hc/en-us/articles/4685355428250%23topic_uqd_3kh_xcc&amp;sa=D&amp;source=docs&amp;ust=1757615269278155&amp;usg=AOvVaw3jGKrOiXyEsCtByZIB-FYg" target="_blank">Viewing intelligent triage predictions in
tickets</a>.</p>
<p class="p">Whether the fields appear by default depends on your ticket forms. Specifically:</p>
<ul class="ul" id="topic_vx1_4n3_fzb__ul_umc_gp3_fzb">
<li class="li">If you <strong class="ph b">have a single ticket form</strong>, the intelligent triage fields are
automatically visible in tickets. <p class="p">Edit your ticket form to remove the new
fields if you don’t want agents to be able to see and change these fields in
tickets.</p>
</li>
<li class="li">If you <strong class="ph b">have multiple ticket forms</strong>, the intelligent triage fields are not
automatically visible in tickets. You can edit your forms by adding the fields
so that agents can see and update them in tickets.<p class="p">Any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194#topic_qv4_xkt_zbc" target="_blank">entities</a> you created must also
have their custom fields added to your forms.</p>
</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> If you want to use the intelligent triage field values only for reporting or API
use, you don’t need to add them to any ticket forms.</div>
<p class="p">When the intent, sentiment, and language fields are displayed to agents, they can
update the values in the fields if they feel they're not correct.</p>
<div class="p">
<div class="note tip" id="topic_vx1_4n3_fzb__note_mnv_3p3_fzb">
<span class="tiptitle">Tip:</span> You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550629802650" target="_blank">report on agents' manual updates</a> to
the intelligent triage prediction fields, which helps you discover trends in the
types of tickets where intelligent triage isn't correctly predicting the intent,
sentiment, or language.</div>
</div>
<div class="p">
<strong class="ph b">To add or remove intelligent triage fields in tickets</strong><ol class="ol" id="topic_vx1_4n3_fzb__ol_sdk_k3l_hgc">
<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" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">Follow one of the options below:<ul class="ul" id="topic_vx1_4n3_fzb__ul_vb1_3kl_hgc">
<li class="li">For a single ticket form, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5494868102426#topic_c5x_l3b_lk" target="_blank">open the ticket form</a> for
editing, then click the <strong class="ph b">x</strong> on the field you want to remove.
You can drag a field onto the ticket form if you want to add it
back.<p class="p"><img class="image img-screenshot" id="topic_vx1_4n3_fzb__image_qdf_jml_hgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_form_single_remove_field.png" width="600"></p>
</li>
<li class="li">For multiple ticket forms, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5494868102426#topic_c5x_l3b_lk" target="_blank">open the ticket form</a>, then
drag the intelligent triage fields you want to add onto your form.
You can click the x on the field if you want to remove it from the
form. <p class="p"><img class="image img-screenshot" id="topic_vx1_4n3_fzb__image_mlp_2kl_hgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ticket_form_add_field.png" width="600"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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