Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Triage puts a subject, a language and a sentiment on every incoming ticket. Quiet, and the best return for the least work.
What it adds
- Topic: what the ticket is about.
- Language: what the customer wrote in.
- Sentiment: how they sound.
- Entities: specific values pulled out, such as an order number.
They arrive as fields, so everything that reads a field can use them: views, triggers, routing, reporting.
Why it is the best first step
It changes nothing a customer sees, so nothing can go visibly wrong. It needs no content preparation. And it produces, within a week, an accurate answer to the question most support teams cannot answer: what do people actually contact us about?
What it enables
- Routing by subject, instead of by whoever picks it up.
- Views that mean something, such as billing questions across all channels.
- Spotting the angry ones early, before they escalate.
- Reporting by subject, which is what tells you where to write articles.
Labels, not decisions
Triage adds information; it does not act on it. Nothing changes in how work flows until you build a view, a trigger or a routing rule that uses the labels.
That is a feature: you can run it for a month, see whether the labels are accurate, and only then act on them.
It is not perfect
Short tickets, mixed subjects and unusual phrasing get labelled imperfectly. Agents can correct it, and the corrections are worth encouraging.
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