Intelligence is a section of thecontext panelin the亚博Zendesk代理工作空间that shows agents the following information:
- The ticket’s predicted intent, language, and sentiment.This information comes from intelligent triage, and is intended to give agents additional context about the ticket. For more information, seeAutomatically triaging tickets based on intent, language, and sentiment.
- The top three suggested macros.These suggestions are based on the content of the ticket and help agents provide the requester with quick and efficient support. Suggested macros appear only if your account includesenough macro usage data. For more information, seeUsing suggested macros.
This article contains the following topics:
Configuring Intelligence
In Admin Center, you can configure whether the Intelligence section appears in the context panel and which options are available within it.
To configure the Intelligence section
- InAdmin Center, click
Workspacesin the sidebar, then selectAgent tools > Context panel. - In theIntelligencesection, choose from the following options:
- Turn on Intelligence.Turned on by default. Deselect this option to prevent Intelligence from appearing in the context panel.
- Predictions.Turned on by default. Deselect this option to prevent intelligent triage predictions (intent, language, and sentiment) from appearing in Intelligence.
- Suggested macros.Turned on by default. Deselect this option to prevent suggested macros from appearing in Intelligence.
Accessing Intelligence
The Intelligence section gives agents quick access to intelligent triage information and suggested macros.
To access the Intelligence section
- In the亚博Zendesk代理工作空间, open any ticket.
- Click theIntelligenceicon (
) to open the section.
The section includes information about the ticket’s predicted intent, language, and sentiment, as well as suggested macros.
- From here, you canchange the intent, language, or sentiment, orapply a suggested macro.
Changing a ticket’s intent, language, or sentiment in Intelligence
In the Intelligence section, agents can change a ticket’s predicted intent, language, or sentiment.
To change a ticket’s intent, language, or sentiment
- With a ticket open in the亚博Zendesk代理工作空间、开放的情报。前哈lf of this section shows the ticket’s predicted intent, language, and sentiment.
- To change any of the predictions, click the current value (in blue) and select a new value from the drop-down list.
Your changes are saved when you submit the ticket update.
Applying a suggested macro in Intelligence
In the Intelligence section, agents can quickly apply suggested macros to a ticket.
To apply a suggested macro
- With a ticket open in the亚博Zendesk代理工作空间、开放的情报。The bottom half of this section shows a list of suggested macros.
- Hover over the macro you want and clickApply macro.
- Alternatively, if you want to see the contents of a macro before applying it, click the options button (
) and selectPreview macro. A new window appears, showing the macro's text and other important details. From here, you can clickApply Macro.
- If none of the suggested macros fit the situation, you can click the search icon (
) to begin searching for any macro that you have permission to see. Type your search terms and press Enter. Macros matching your search appear, and you can apply or preview them as described above.
The selected macro is applied when you submit the ticket update.
6 Comments
Are there plans to make this available for lower tier plans like Growth and Professional, or will this be restricted to Enterprise and up?
When will this feature be fully available for all plans?
Hi Oliver,
We are only supporting Retail and Ecommerce industries (B2C) for the time being. You can check the industry-related requirementshere. These are the same for both Intelligent triage and Smart assist.
We will be adding more industries during the coming year and will notify you once your industry is supported.
Is this being rolled out to to all Enterprise users? if so when can we expect it?
When will this be released?
Will there be any plans for the tickets to automatically generate a summary once they are closed that can be pulled from explore? When we are reviewing potential issues and problems, having a summarization of each ticket would be very valuable as opposed to having someone manually review all tickets matching certain criteria.
Pleasesign into leave a comment.