Creating triggers for automatically triaged tickets (EAP)

Note:Intelligent triage is currently available as part of an early access program (EAP). SeeRequirements for using intelligent triage.

If youuse intelligent triage, you can create triggers that perform actions based on the intent, language, and sentiment values that are automatically assigned to tickets.

For example, you might want to create a trigger that assigns newly created tickets with a certain intent to the group best suited to handle that request. Or, you might want to create a trigger that assigns newly created tickets based on both the intent and the language, to take advantage of your language-specific customer service groups. You could even create a trigger that assigns newly created tickets where the requesters are particularly upset to a team trained to handle delicate situations.

The examples in this article walk you through setting up triggers for intelligent triage intents, languages, and sentiments, but feel free to customize the triggers however makes sense for your business. For more information on creating triggers, seeCreating triggers for automatic ticket updates and notifications.

Note:You can also route automatically triaged tickets using omnichannel routing or skills-based routing. SeeRouting automatically triaged tickets.

This article contains the following topics:

Creating an assignment trigger based on a specific intent

You can create a trigger that assigns tickets to a group based on the intent of the ticket. This helps you direct tickets to the agents most qualified to help the requester.

To create a trigger based on an intent

InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
ClickAdd trigger.
InTrigger name, enter a name for the trigger (such asAssign to based on intent, customized with relevant details of your trigger).
(Optional) Enter aDescriptionfor your trigger.
(Optional) Select aCategoryfor your trigger.
In theConditionspane, underMeet ALL of the following conditions, add the following conditions:
- Status|Is|New
- Intent|Is|
  
  Note:If youuse this trigger with omnichannel routing, you must set both the group and the priority.
ClickSave.

Thetriage_trigger_firedtag helps ensure that your trigger runs only once on each ticket. The trigger adds the tag the first time it runs, and after that, the presence of the tag prevents the trigger from running again. TheAgent repliescondition performs a similar function. In the event that the tag is accidentally deleted, this condition prevents the trigger from running on a ticket on which an agent has already replied.

Creating an assignment trigger based on an intent and language

You can also create a trigger that assigns tickets based on a combination of intent and language. This might be helpful if you have language-specific customer service groups.

To create a trigger based on intent and language

InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
ClickAdd trigger.
InTrigger name, enter a name for the trigger (such asAssign tickets to based on intent, customized with relevant details of your trigger).
(Optional) Enter aDescriptionfor your trigger.
(Optional) Select aCategoryfor your trigger.
In theConditionspane, underMeet ALL of the following conditions, add the following conditions:
- Status|Is|New
- Intent|Is|
- Tags|Contains none of the following|triage_trigger_fired
- Agent replies|Less than|1
- (Optional)Intent confidence|Is not|Low
In theActionspane, add the following actions:
- Add tags|triage_trigger_fired
- Group| <选择你想要的票的屁股igned to>
- Priority|
  
  Note:If youuse this trigger with omnichannel routing, you must set both the group and the priority.
ClickSave.

Tip:For more information about what’s possible to build with triggers, seeTrigger conditions and actions reference.

Creating an assignment trigger based on a specific intent

Creating an assignment trigger based on an intent and language

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