Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Admin |
What triage has been labelling, read as a picture of what customers contact you about. What we call a topic appears there as Intent.
Find it
It is a prebuilt dashboard in Explore, called the Intelligent triage dashboard, with four tabs: Overview, Intent, Language and Sentiment.
Note the naming. What this article calls a topic appears there as Intent, so that is the tab to open when you want volume by subject. Cloning the dashboard is how you customise it; the original cannot be edited in place.
Read it as a subject report
This is the answer to "what do people contact us about", measured rather than assumed. Most teams find at least one topic far larger than they expected, and it is usually one nobody has written an article about.
What to look at
- The largest topics. Where your effort should go, in articles and in automation.
- The fastest-growing. Often a product problem showing up as support volume.
- Negative sentiment by topic. Which subjects make customers unhappy, which is different from which are frequent.
- The other group. Whether a topic is missing.
The comparison that pays
Topic volume before and after you publish an article on that subject. That is the clearest evidence a knowledge base does anything, and triage is what makes it measurable.
Language tells you about staffing
Volume by language against who you have available. A language with rising volume and one speaker is a resourcing problem visible months before it becomes urgent.
Treat sentiment as directional
The absolute figures are unreliable; the trend within one topic is informative. A subject where negative sentiment rises sharply is worth investigating even if the count is imprecise.
Share the top five monthly
Topics by volume, with the change since last month. It takes a line and it tells the business more than most support reporting.
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