Smart triage into help-desk fields

Every new ticket is classified without any extra AI cost and the results are written into your help desk, so your own views, SLAs, triggers and macros can use them.

1. 1
   Add intents

   Start with one click from the 8 starter intents (how-to, bug report, billing, account access, feature request, cancellation, integration, outage) and add your own with a description and a few example questions.
2. 2
   Map fields

   Choose where each result goes: a Zendesk custom field, a Freshdesk field, or tags with a prefix (e.g. tr_intent_billing).
3. 3
   Extract details

   Turn on extractors for order numbers, emails, URLs, versions, error codes and plan names, or add your own pattern.
4. 4
   Try it

   Paste a ticket into “Try it” to see the intent, score, sentiment and details before going live.

• Up to 30 intents and 20 field mappings. Below the match threshold a ticket gets “other”.
• Existing tags are never removed and tickets are never reopened.
• Help desks other than Zendesk and Freshdesk: results are stored and reported but not written to the desk.