Reviewing personalized intelligent triage intent suggestions

Use intelligent triage to automatically classify tickets by intent, language, and sentiment. The system suggests new intents weekly, helping you identify gaps in coverage. Review these suggestions to tailor your setup, accepting or declining as needed. Accepted intents are added immediately and start detecting incoming requests. This feature simplifies intent management without needing to create custom intents manually.


Intelligent triage leverages AI to automatically classify
incoming tickets by intent, language and sentiment. The Zendesk Intent Model includes
pre-trained intents across several industries, providing relevant intents and use cases
tailored to each account's ticket data.
To identify gaps in your intent coverage, intelligent triage makes suggestions for new
intents that you can accept or deny, as described in this article. If you want to create
your own custom intents, see Personalizing intelligent triage by creating custom
intents.
This article contains the following topics:

About intent suggestions
Reviewing intent
suggestions

Related articles:


Automatically detecting customer intent,
language, and sentiment

Accessing and viewing intelligent triage
intents



About intent suggestions

An intent is a prediction of what the ticket is about. When you activate intelligent
triage, your account includes a prebuilt list of intents specific to your industry.
For example, if a customer submits a ticket saying that the item they ordered arrived
damaged, then intelligent triage may automatically tag the ticket with an intent of
damaged on arrival.
Intelligent triage identifies gaps in your intent coverage and makes data-driven
suggestions every week for new, relevant intents that are tailored to your account’s
ticket data. You can review and accept intent suggestions made by intelligent
triage to further fine tune your setup.
When you accept a personalized intent suggestion, it's immediately added to your list
of intents and starts detecting the intent of incoming customer requests.
Intents aren't intended to identify details of the ticket, such as specific product or
service names, branch locations, subscription types, or similar details. Instead,
see the entity detection feature to identify
business-critical information in your incoming requests automatically.


Understanding an intent suggestion

An intent suggestion is a new intent that doesn’t already belong to
your account. Inactive intents are never suggested.
You can always review more details about an intent before accepting it
and adding it to your intents list. An intent suggestion includes the following
details to help you decide if you want to accept or decline the suggestion:

Name, description, and category
Coverage, which is the percentage of tickets the intent would
affect
The number of days used to calculate the suggestions. For example,
seven days.
The date the suggestion was created
A list of five ticket examples that fit into this intent
suggestion





Reviewing intent suggestions

As an alternative to manually creating custom intents, you can review and
accept personalized intent suggestions to automate and simplify your process of
intent maintenance.
You can find intent suggestions on the Intent page in Admin Center every
week when relevant suggestions are available.
Note: Intelligent triage starts
suggesting intents one week after it’s been activated in your
account.

To review intent suggestions


In Admin Center, click
AI in the sidebar, then select Intelligent triage > Intent. If you have intent suggestions, a banner appears above your intents
list.


Click Go to suggestions. Alternatively, click the Suggestions
tab.

Click a suggested intent’s Name.
The intent suggestion
appears in the right-hand panel.

See Understanding an intent
suggestion to learn more.

Review the intent and click one of the following:

Accept suggestion If you accept the suggestion,
it’s added to your list of intents and immediately starts detecting
the intent in incoming requests.



Decline If you decline a suggestion, a dialog window opens
asking for your feedback about the suggestion.

Select a reason
and enter any additional comments and click Submit
feedback.

Note: If you want to come back to an intent you’ve
declined later, you can filter your list of intent suggestions. See
Filtering intent
suggestions.