Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Agent, Admin |
Agents see the labels and can change them. The thing to be clear about before you ask them to: corrections do not feed back into the model. What they do is give you a report of where triage gets it wrong, which is a different and still useful thing.
What appears on the ticket
- Topic
- Sentiment
- Language
- Any custom entities that were extracted
They are filled in automatically and sit alongside the ordinary fields.
Whether agents see them is a forms setting
- In Admin Center, click Objects and rules in the sidebar.
- Select Tickets, then Forms.
- Decide per field whether it appears and whether agents can change it.
Not in the triage settings, which is where people look first. If agents say they cannot see the topic, this is the screen.
Correcting a wrong label
Change the field. The ticket is then routed and reported correctly from that point, which matters for anything downstream that reads it. It does not teach the model anything, so do not present it to agents as training.
What the corrections are for
You can report on agents' manual updates to the triage fields, and that report shows the kinds of tickets where triage is not classifying correctly. A run of corrections on one topic means the topic description is wrong or two topics overlap.
So the value is real, but it lands with you rather than with the system. Read that report monthly and fix the topic; nothing improves on its own.
Tell them what it is for
Agents who do not know why a field is there tend to ignore it. Explaining that it routes work and shows what the team is being asked about turns it into something they will maintain, and being honest that it is not self-improving keeps them from expecting it to get better by itself.
Sentiment is context, not instruction
A ticket marked negative is a hint to read carefully, not an instruction to escalate. Sentiment on short factual messages is frequently wrong in both directions.
They do not have to use it
Triage adds information. An agent who handles the ticket well without looking at the labels has done nothing wrong, and the value is mostly in routing and reporting rather than in the agent's own reading.
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