Were the tickets created via the Ticket Import API? If so, no predictions are added because intelligent triage doesn’t enrich tickets created by the Ticket Import API.įor more information, see the article: Automatically triaging tickets based on intent, language, and sentiment.If this is the case, contact Zendesk Customer Support. Are intelligent triage predictions being overwritten by other integrations? Check the events view of the ticket to see whether predictions were added and later removed by an integration adding tag values.a user-friendly interface to manage and analyze your Zendesk ticket data. Price: the cheapest pricing plan starts at 49 per agent/month but it doesnt involve a lot. If you’re testing intelligent triage, we recommend clearing this checkbox so that agent-created tickets are enriched with intelligent triage predictions. This support ticketing system allows you to manage and track customer support. Zendesk doesnt go beyond classic ticketing system functionalities. Is the “Ignore agent-initiated tickets” checkbox selected? If this checkbox is selected, no predictions will be added to tickets created by agents.If a channel isn’t configured in intelligent triage settings, no predictions will appear on tickets created in that channel. You have Multiple forms > Use ticket forms and custom ticket fields to create separate forms per category (Journey stage). The answer here depends on what Zendesk plan and features (add-ons) you have, namely if you have Multiple ticket forms available (part of the Productivity Pack add-on).
ZEN DESK TICKETING SYSTEM HOW TO
Are the tickets from channels that intelligent triage is configured for? You can specify which channels intelligent triage should work with. How to implement categorization system in Zendesk.Streamlining ticketing and service restoration processes. Provide Self-Service Options for Simple Tasks According to Heretto, 88 of customers expect access to a self-service help portal.
ZEN DESK TICKETING SYSTEM SOFTWARE
To see when intelligent triage was turned on, view the audit log and look for any entries that mention "intelligent triage." The Zendesk Support suite is a cloud-based customer support software built for better customer. Your ticketing system should have an easily searchable library of past tickets with appropriate tagging so that the help desk can quickly and easily find resolutions for issues that have already been solved. If the ticket was created before intelligent triage was turned on, no predictions are added to it.
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