Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Topics are the labels triage chooses from. Getting the set right is what makes everything built on them work.
Manage them
- Open the intelligent triage settings.
- Review the topics available.
- Turn off any that do not apply to your business.
- Add your own where something important is missing.
- Check the effect on newly arriving tickets.
Turn off what does not apply
A topic your business never sees is a topic tickets can be wrongly assigned to. Removing the irrelevant ones improves accuracy on the rest, and it takes ten minutes.
Distinct, not exhaustive
Topics have to be tellable apart from the ticket text alone. "Billing question" and "Invoice query" will be assigned more or less at random, and any routing built on the distinction inherits that randomness.
If you cannot reliably tell two topics apart yourself from reading a ticket, neither can triage.
Ten to twenty, roughly
Enough to be useful for routing and reporting, few enough that each has real volume. Fifty topics produce a long tail of labels with three tickets each, which supports nothing.
Name them for the subject, not the team
Topics outlive reorganisations, and a topic named after a department becomes wrong the moment the department changes.
Watch what lands in other
The single most useful check. A large "other" group means a real subject has no topic, and it is usually one you would want to route.
Change them rarely
Reporting compares periods, and renaming or merging topics breaks that comparison. Settle the set, then leave it.
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