- Welcome
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Getting started 2 min
- Main content
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What is intelligent triage? 9 min
- Wrap up
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Course summary 4 min
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Share your feedback
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Congratulations 1 min
What is intelligent triage?
Use intelligent triage classifications to route tickets, automate common requests, and identify workflow opportunities with more confidence.
Learn how intelligent triage helps you turn ticket classifications into better workflow decisions. In this mini-course, you’ll explore how topic, entity, sentiment, and language signals can help you route tickets, automate repeatable requests, monitor trends, and identify new opportunities to improve your workflows over time.
Learning objectives
By the end of this course, you will be able to: use intelligent triage classifications to decide whether to route a ticket, automate a common request, or monitor a trend in your reporting.
Audience
This course is intended for administrators.
Prerequisites
None required. Access to your Zendesk admin center is essential to follow along.