Is there a way to automate a skill type to a new ticket?

Hi Kristine,

Currently, we utilize triggers to incorporate skills and direct tickets to specific groups.

A conditional check has been implemented to examine whether the subject contains a specified string or word. This condition is designed to identify particular words or strings associated with our product areas. Subsequently, a corresponding skill is assigned to the ticket, and the ticket is directed to a group of Product Specialists. Within this group, agents possess skills aligned with specific products. The ticket is then assigned to an agent based on both their skill set and current capacity.

Best regards,

Gaurav Sharma

Hey @kristine12,

I agree with @gaurav17, but this might also be a good use case for Zendesk's new Advanced AI Intelligent Triage.  Hope this helps!

Brandon

Hi @kristine12,

@gaurav17 is spot on with this approach, here's a guide I had written for our internal guide:

• Create a Trigger:
  • Define a trigger condition based on email body keywords, phrases, or regular expressions. This will identify tickets related to specific skills.
  • For example, if a ticket mentions "account access issue," trigger the tag "Account Access Skill."
• Apply Skill Tags:
  • Within the trigger action, select "Add tag" and choose the appropriate skill tag for the identified keyword/phrase. You can even map keywords to multiple skill tags for nuanced handling.
• Optional Actions:
  • Consider additional actions like setting ticket priority or adding custom fields based on the skill tag for further routing automation.

-The other Brandon :)

Hi there! I agree with @brandon12, however if you work in an industry that is not covered in their existing models, you may need to investigate a third party. Prior to ZD releasing their AI tools, we contracted with Ultimate.ai and have been pleased with the ease we can train the model to our needs. We use the model to identify intents and assign appropriate skills (among other things).

Another tool to try in place of Zendesk's own feature is Sentisum. They offer ticket tagging based on customer intent and sentiment and also provide very deep analysis on keywords, sentiments and intents across all your tickets