In this Explore recipe, you’ll learn how to report on agents’ manual updates to the Intent ticket field, which is initially created and populated by theintelligent triagefeature. This information can help you discover trends in the types of tickets for which intelligent triage isn’t predicting the correct intent.

This article contains the following topics:

• What you’ll need
• Creating the report

What you’ll need

技术水平:Beginner

Time required:10 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (seeGiving users access to Explore)
• Intelligent triage enabled (SeeEnabling intelligent triage)
• Ticket data in Zendesk Support

Creating the report

1. In Explore, click the query () icon.
2. In the Queries library, clickNew query.
3. On theChoose a datasetpage, click支持>更新历史记录>支持: Updates history,然后单击New query. Query builder opens.
4. In theMetricspanel, clickAdd.
5. From the list, selectTickets updatedand clickApply.
6. In theRowspanel, clickAdd.
7. From the list, select the following attributes and clickApply:
   • Ticket ID
   • Intent
   • Intent confidence
   • Changes - Previous value
   • Changes - New value
8. Click theIntentattribute on the left, go to theExcludedtab, selectNULL, and clickApply. This filters your report to show only tickets where theIntentfield was populated by the intelligent triage feature.
9. Repeat the previous step for theChanges - Previous valueattribute. This filters your report to show only tickets where theIntentfield was changed after being populated by the intelligent triage feature.
10. In theFilterspanel, clickAdd.
11. From the list, selectChanges - Field nameand clickApply.
12. Click the filter you just added, selectIntent, and clickApply. This filters your report to show changes made only to theIntentfield.