Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Adding a topic for something specific to your business. The description does the work, so write it carefully.
Create one
- Open the intelligent triage settings.
- Add a topic and name it.
- Describe what belongs in it, and what does not.
- Give examples of tickets that fit.
- Watch how new tickets get labelled.
Describe the boundary, not just the subject
"Questions about our loyalty programme, including points, tiers and rewards. Not general account questions." The second sentence is what stops it absorbing everything adjacent.
Take the examples from real tickets
Copy the customer's own words. Invented examples are cleaner, longer and better spelled than anything that actually arrives, which makes them poor guidance.
Add one when there is volume behind it
A topic worth creating is one you would route or report on. If the answer to "what would we do differently for these tickets" is nothing, the topic is not needed.
Check it against its neighbours
After adding one, look at whether tickets that used to be labelled correctly have moved into it. A new topic that overlaps an existing one degrades both, and this is visible within days.
Give it two weeks
Before routing on it. New topics need volume before you can judge whether the description is doing what you meant.
Revisit the description
Where labelling is inconsistent, the description is the thing to change, not the name. Sharpening the boundary sentence fixes most accuracy problems.
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