Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Admin |
Building views on the triage fields. This is where triage stops being information and starts changing the day.
Build one
- Create a view.
- Add a condition on the classification you want. Triage writes its answers into ticket fields, so Topic, Sentiment and Language appear in the condition list like any other field.
- Combine it with status so it holds only open work.
- Share it with the group that should work it, and check the count is a workable size.
For anything with several values, use the tags instead. Triage adds a tag alongside each field it fills, and one condition on a set of tags is quicker to build and quicker to read than eight conditions on field values.
The sentiment values are fixed: very positive, positive, neutral, negative and very negative. Language covers about a hundred and fifty of them, so weigh that before you build a view per language.
Three that earn their place
- One topic, one team. Billing questions, wherever they arrived from.
- Negative sentiment, unassigned. The ones worth reaching first.
- One language. So the colleague who speaks it can find them.
Always combine with status
A view on topic alone accumulates every ticket ever labelled that way. Add open and unassigned, and it becomes a work list rather than an archive.
Sentiment views need care
Sentiment is the least reliable of the three, so a view built on it alone will contain calm tickets and miss angry ones. Combine it with something else: high priority, or a topic where frustration matters.
Do not build one per topic
Twenty views is a menu nobody reads. Build a view where a team would work differently because of it, and use reporting for everything else.
Check the counts after a week
A view with four hundred tickets is not used; one with none is wrong. Both indicate the condition needs adjusting, and both are visible at a glance.
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