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EAP Automated Triage

  • August 5, 2022
  • 1 reply
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Michael111

Use case we're looking to solve: With Zendesk's recent decision to remove the ability to sort by subject, our CSM recommended this EAP as the only workaround. We would use this to triage specific ticket types into a View.

    1 reply

    S
    • Shayan11
    • August 5, 2022

    We would also be interested in this. But as far as I know this EAP is limited in terms of the kind of intent it can recognize. As in, it can only recognize intent related to E-Commerce solutions.

    I hope Zendesk can expand on this and allow us to define our own intent types.

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