Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Yes, as ordinary fields with tags alongside. Check the field name first, though: some accounts see Intent where others see Topic.
What does triage put on the ticket?
Topic, language, sentiment and extracted entities arrive as ordinary custom fields, so the API returns them and so do triggers, views and reporting. Zendesk also adds tags reflecting those values, which is often the easier hook.
Check the field name before you write code
This one silently breaks integrations. Accounts that bought the Copilot add-on before 11 June 2026 see Intent rather than Topic, everywhere from ticket fields and views to the ticket API, until later in 2026. So confirm the name in the account you are building against rather than copying it from documentation.
What people build with it
Routing, alerting on a sensitive topic, feeding a data warehouse, or prefilling another system with an extracted order number.
How far can I trust the values?
Each classification carries a confidence field saying how likely it is. Read it: an integration that acts on the classification and ignores the confidence is treating a guess as a fact.
Triage is accurate most of the time, and an integration acting on a wrong topic acts wrongly at scale. For anything consequential, use it to prioritise rather than decide.
Check accuracy before building
Read twenty tickets against their topic. Right eight times in ten means acting on it is wrong twice, and that arithmetic matters.
Values arrive shortly after creation
Triage runs when the ticket arrives, not at creation, so an integration reading the field immediately may find it empty. Handle that case rather than assuming the value is there.
Topics change
Rename or restructure your topics and anything reading them by name breaks. Record the topic names alongside the integration.
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