Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Topics are the labels triage chooses from. Getting the set right is what makes everything built on them work.
Topics themselves need no add-on. They come with Suite and Support Professional and above. Building a workflow that acts on a topic needs the Copilot add-on.
Manage them
- In Admin Center, click AI in the sidebar and select Intelligent triage > Topic. The list of topics appears.
- Read through it. Your account starts with a prebuilt set of default topics for your industry.
- To switch one off, hover over it, click the options icon and select Deactivate. Confirm with Deactivate topic. Activate puts one back.
- 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.
Two things to know before you start deactivating. A deactivated topic is no longer detected on new tickets, so any trigger, view or automation built on it quietly stops working: check what depends on a topic before you switch it off. And at least one default topic has to stay active, so you cannot clear the list down to your own topics alone.
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
One check to run. 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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