Intent-aware triage

Ticket created → read the content rather than the submitted category, classify true intent, answer or reclassify and route.

Volume

200 misfiled tickets

Time to live

1–2 weeks

Systems

Zendesk View all 28

How the workflow runs

1. Ticket created

   Trigger

   A new ticket arrives with whatever category the customer picked.

2. Read the content, not the label

   Logic

   Classify what the ticket is actually about rather than trusting the submitted category.

   Intent classifier

3. Answer or reclassify

   Action

   Resolve it where the intent is answerable, otherwise correct the category and route it.

   Reclassification agent