Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Topic, language, sentiment and entities are separate switches. Turning one off is a legitimate choice, not a retreat.
Turn part of it off
- Open the intelligent triage settings.
- Disable the part you do not want.
- Check what depended on it: views, triggers, routing, reports.
- Save and confirm nothing broke.
Check the dependencies first
Turning off sentiment stops a view from filling and stops a trigger from firing, silently. Nothing warns you, so the check has to be deliberate.
Search your triggers and views for the field before switching it off.
Sentiment is the usual candidate
It is the least reliable of the four and the one most likely to be misread by people looking at tickets. Teams that find it distracting rather than useful are not wrong to remove it.
Keep topic
Topic is where nearly all the value sits: routing, views, and the report on what customers actually contact you about. If only one part stays on, it is this one.
Entities without a use
If nothing reads the extracted values, they are noise on the ticket. Either build something that uses them or turn them off, rather than leaving fields nobody looks at.
Scope instead of switching off
Often the better move: keep triage on for the brands and channels where it works, and off where it does not. A brand whose tickets are all in one language does not need language detection.
Historic data stays
Labels already applied remain on those tickets, so past reports still work. Only new tickets are affected, which makes this reversible in practice.
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