About intelligent triage

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Add-on | Copilot

Intelligent triage automatically detects and displays helpful context about customers’ tickets.

This article answers the following questions:

What is intelligent triage?

How does intelligent triage work?

Why should I use intelligent triage?

How do I configure intelligent triage?

What is intelligent triage?

Intelligent triage is an AI-powered feature that automatically detects what a ticket is about (its intent), what language it's written in, whether the customer's message is positive or negative (its sentiment), and detects unique details in tickets, such as product names (entities you define). You can use this information to:

Route tickets to the right teams automatically

Create views to group similar types of requests

Report on trends in the types of tickets your customers are submitting

Report on sentiment or intent changes in tickets over time

How does intelligent triage work?

Watch the demo video below to see intelligent triage in action, or read on for an example.

Intelligent triage demo (2:05)

Here's an example of how intelligent triage helps your team provide better and faster customer service:

A customer submits a ticket saying that the item they ordered arrived damaged.

Intelligent triage automatically tags the ticket with an intent of Item has problem or is damaged on arrival from a prebuilt list of possible intents specific to your industry.

The ticket is routed to the right team because of the trigger you created to automatically route and prioritize tickets about damaged items and the view you created that groups tickets by intent.

The agent opens the ticket and uses the intent prediction to quickly understand that the customer received a damaged item and needs a new one.

The agent applies one of the suggested macros to respond to the customer and help resolve the issue.

For more information about the specific fields intelligent triage adds to tickets for predictions, see Understanding intelligent triage fields.

Why should I use intelligent triage?

With intelligent triage, you can:

Reduce ticket handling time by 30-60 seconds. Intelligent triage removes the need to read the ticket before assigning it to a category.

Route and prioritize tickets automatically. Understand the customer’s intent and route the ticket to the right team the first time. Prioritize revenue drivers (like billing issues or requests from unhappy VIPs), ensuring agents are working on business-critical requests.

Provide quick and efficient support. Intelligent triage predictions give agents quick context about the ticket, increasing efficiency.

Use data to better understand your customers. Continuously improve how you deliver support, collaborate across departments, and identify areas of opportunity.

How do I configure intelligent triage?

You can configure intelligent triage in Admin Center.