Plan requirement
| Subscription | Suite Growth or higher |
| Access | Admin |
Yes. Triage results arrive as ordinary fields, so anything that reads fields can read them too.
What is available
Topic, language, sentiment and extracted entities appear on the ticket like any other field. The API returns them, and so do triggers, views and reporting.
That is the useful property of triage: it turns something unstructured into something every other tool can use.
What people build with it
- Routing to another system based on the subject.
- Alerting when a sensitive topic arrives.
- Feeding a data warehouse with what customers contact you about.
- Prefilling another system with an extracted order number.
Treat the values as likely, not certain
Triage is accurate most of the time, and an integration acting automatically on a wrong topic acts wrongly at scale.
For anything consequential, use it to prioritise rather than to decide.
Check accuracy before building
Read twenty tickets and compare the topic with the content. If it is right eight times in ten, an integration acting on it is wrong twice in ten, and that arithmetic matters.
Values arrive shortly after creation
Triage runs when the ticket arrives, not at the moment of creation. An integration reading the field immediately may find it empty, which looks like triage not working.
Handle the empty case rather than assuming the value is there.
Topics change
If you rename or restructure your topics, anything reading them by name breaks. Worth noting alongside the integration.
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