What's my plan?

Many customer support operations using Zendesk already encourage their agents or end users to select the theme of the ticket or issue type in a custom ticket field (or fields). These fields are often named something like About, Issue Type, Request Type, and so on. (SeeThe ‘About’ Field.)

This recipe shows you how to compare this type of field against thepredicted intent from intelligent triage.The resulting report gives you a better understanding of how the intelligent triage predictions map to the custom field values that you're already used to. In turn, this understanding helps you fine-tune or troubleshoot any automated workflows (like routing, triggers, or views) you create that rely on intelligent triage intent predictions.

This article includes the following topics:

• What you'll need
• Creating the report

What you'll need

Skill level:Intermediate

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 reports () icon.
2. In the Reports library, clickNew report.
3. On theSelect a datasetpage, clickSupport>Support - Tickets, then clickStart report. The report builder opens.
4. In theMetricspanel, clickAdd.
5. From the list, selectTicketsand clickApply.
6. In theRowspanel, clickAdd.
7. From the list, select the following attributes and clickApply:
   
   • Intent
   • Intent confidence
   • [Your custom about/issue type field]
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.
   Note:If your custom about/issue type field has blank values for some tickets, you can similarly exclude the NULL values by following this same process on your custom field attribute.
9. (Optional) To see more tickets, remove the report’s default date filter or expand the date range.
10. (Optional) Filter theIntent confidenceattribute to show onlyHighconfidence tickets. Using a High confidence is a good practice for automated processes or deflection.

For ideas on possible use cases once you’ve discovered how your intents are categorized, seeIntelligent triage use cases and workflows.

如果你的工作流只涉及路由门票a particular group or agent, then you can instead focus on educating your workforce. Tell them that some tickets might not route properly, and that they can instead correct the routing for the occasion when the prediction didn’t quite match the ticket’s true intent.