As part of the Workflow configuration, you can use the Auto Generate feature to analyze solved and closed tickets over a selected time period in order to automatically discover the Intents from existing tickets. This analyzes your real ticket history and suggests Intents based on what customers are writing to you about. The Intents that are discovered are suggestions for what you can add to Workflows, if needed. Auto Generate can be used instead of, or in combination with manually creating the Topics in the Workflows.
Auto Generate can be useful when first setting up your Workflows to easily determine the most common topics in tickets. You can also use it as an ongoing tool to ensure Ticket Classification is configured as relevant for your tickets. It helps you to discover Intents that you have not already set up so you can refine your Workflows for the Ticket Classification.
You run Auto Generate over all your solved and closed tickets for a selected time period. You can enter your own instructions to be more specific with the analysis. You can also run it to look at a specific Custom Field and use the values in the tickets for the Custom Field to run a more specific analysis..
In the analysis, the AI uses the ticket Subject and the full conversation in the tickets in all the comments (Customer Comments, Agent Replies and Internal Notes).
Once the Auto Generate has run, you can use the findings and easily add these as Topics and Intents to Workflows. You can add these to a new Workflow or to existing Workflows. This automatically provides the Description of what the intent is about as the instructions to AI and sets the Intent to Add a tag to the ticket. You can make changes to the Instructions for AI, or to the Add a tag setting, or to change the Intent to Update a Custom Field in the tickets.
You can analyze up to 1,000 tickets from the last 30 days, and you can analyze up to 5,000 tickets in any given month. At the moment, if you are trying to analyze more that these limits, the app will run but will stop straight away.
Or, use the Swifteq Advanced Search Plus app to easily see tickets with a Status of Solved and Closed.
In this Article
Running the Auto Generate
Selecting a Custom Field and/or Entering Instructions
Starting the Analysis
Reviewing the Results
Using the Discovered Intents
Adding Intents from the Auto Generate Results to the Open Workflow
Redisplaying the Auto Generated Results
Re-generating the Intents
Explanations of how AI Analyzes the Tickets
When Selecting a Custom Field
When a Ticket has Multiple Intents
Additional Intents Included when Instructions are Specific
Merged Tickets
Running the Auto Generate
You can run Auto Generate from an existing Workflow, or from a new Workflow.
If you run it from a new Workflow, you need to select a Trigger to display the options in the screen, but the selected Trigger is not used in the Auto Generate
- From the Ticket Classification Workflow, click Auto Generate.
- The first time you run it, the Auto Generate displays as follows. These options also display whenever you subsequently Re-generate.
- Select the time frame for the Auto Generate.
This selects how far back to analyze your solved and closed tickets. You can select 7 days, 30 days, 60 days, or 90 days. The default is 30 days. A longer time frame gives more data and takes longer to process.
- Optionally select a Custom Field and/or Instructions.
You can select a drop-down or multi-select Custom Field and enter your own Instructions to guide the AI analysis.
Custom Field and Instructions are complementary, and you can use either or both.
Refer below to Selecting a Custom Field and/or Entering Instructions.
Selecting a Custom Field and/or Entering Instructions
Custom Field
You can select one of your Zendesk Custom Fields that is a drop-down or multi-select field.
This gives a starting point to guide the analysis and is useful if you already have some categorization in the tickets that you want the Auto Generate analysis to use.
When selecting a Custom Field, the AI does not look at which value was set for the Custom Field on each ticket. It only looks at the ticket's subject and the conversation text. The predefined values in the selected Custom Field are used as hints. The Intent is classified based on the text content, not the Custom Field value and when the text in the ticket conversation matches a Custom Field value, this will be used as the name for the Intent.
For example, if you select a Custom Field that has one of its values as "Billing", and a ticket has the text "Please send me a copy of Invoice ABC1234", the AI will use the Custom Field value and name the Intent as "Billing". Without the selection for Custom Field, and with the same text in the ticket, this may give the Intent the name "Invoice Inquiry".
Where a ticket does not include any text in the conversation that matches any of the values in the selected Custom Field, AI creates an Intent with the name based on the text.
Instructions
You can enter specific instructions to tell the AI what to focus on. This guides how the AI analyses the ticket text. When entering instructions, tell the AI what to focus on, what to ignore, or how granular to be.
For example,
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Focus only on login and password issues
This instruction narrows the scope, and the AI only reports on login/password Intents and ignores unrelated tickets.
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Be very granular - separate "password reset" from "login failure" from "account locked"
This instruction increases granularity within a topic.
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Group all billing-related tickets into a single "Billing" intent
This instruction reduces granularity and merges sub-topics.
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Focus only on requests for help with the app
This instruction filters to a specific topic area.
You can also use the Instructions to reference specific names for Intents by entering these directly in the Instructions.
For example,
- Billing Issue: Customer has a question about invoices or charges
- Return Request: Customer wants to return or exchange a product
- Shipping Delay: Customer is asking about a late or missing delivery
Combining Custom Field and Instructions
You can use both Custom Field and the Instruction together. The Custom Field provides hints for how to name the Intents using the Custom Field values, and the Instructions guide the behavior of the AI.
Starting the Analysis
Click Generate to start the analysis.
While your tickets are being processed, you can click Cancel to stop the process and if some results have already been found, they will be shown as partial results.
Reviewing the Results
Once the analysis is complete, the results display in the same screen.
The summary at the top is the number of Intents that were discovered and how many tickets were analyzed. The "tickets analyzed" count reflects how many tickets had conversation text available, not just how many were in the time frame as tickets with no comments are skipped.
Below this is a list of the Topics or Intents that were discovered in the tickets.
This gives:
- A name for the intent.
- The number of tickets that matched the intent.
- A description of what the intent is about in the tickets.
Without instructions, the AI assigns the ticket to one Intent, the Intent with the strongest match. Each ticket is always assigned to only one Intent.
Using the Discovered Intents
For each Topic or Intent that is discovered in the relevant solved tickets, you can do one of the following.
- Click the + icon next to an Intent to add it individually to the open Workflow as a new Topic or Intent.
Refer below to Adding Intents from the Auto Generate Results to the Open Workflow.
Checkmark one or more of the Intents and click the "Add N intents to workflow" button to add more than one selected Intents to the Workflow at the same time.
Use the Select all checkbox at the top of the list to select or deselect all the Intents. When all the Intents have been selected you can add them all to the Workflow.
- Click the trash icon to remove an Intent that are not relevant from the Auto Generate results.
If you re-generate, a removed Intent may be generated again depending on how you re-generate and the tickets analyzed.
Adding Intents from the Auto Generate Results to the Open Workflow
When adding an Intent to the open Workflow it is removed from the Auto Generate Results screen. You can restore it with a Re-generate.
By default, it automatically adds it to the Workflow with the How to update the Zendesk ticket with this intent set as Add a tag and the Tag is set as the value of the intent.
For example, adding an intent named "Login Issues" automatically adds this to update the ticket as Add a tag and assigns the tag as login_issues.
In the Workflow, you can edit the added Intent in the same way as for a manually added Intent.
- You can change the name of Intent, which also changes the tag that will be added.
- You can the default action to add a different Tag name.
- You can also change the Intent to Update a Custom Field and select the Custom Field and value.
- You can change the Instructions.
Redisplaying the Auto Generated Results
If you have previously run the Auto Generate, when you click Auto Generate the results from the previous generate are loaded automatically. There is no need to re-generate every time.
Re-generating the Intents
You can Re-generate the results by clicking Re-generate on the results screen. This redisplays the configuration screen and, if you are still in the Auto Generate screen, shows the criteria previously used. You can then re-generate again with the same or different settings such as a different time period, or adding or changing the Custom Field, or by adding or changing Instructions.
Explanations of how AI Analyzes the Tickets
When Selecting a Custom Field
When selecting a Custom Field, the AI does not look at which value was set for the Custom Field on each ticket. It only looks at the ticket's subject and the conversation text. The predefined values in the selected Custom Field are used as hints, but the Intent is classified based on the ticket text, not the Custom Field value. When the text in the ticket conversation matches a Custom Field value, this will be used as the name for the Intent.
For example, if a Custom Field has one of its values as "Billing", and the ticket has the text "Please send me a copy of Invoice ABC1234", the Intent will be named "Billing", but without the selection for Custom Field, the AI might have called it "Invoice Request" instead.
Where a ticket does not include any text in the conversation that matches any of the values in the selected Custom Field, AI creates an Intent with the name based on the text.
When a Ticket has Multiple Intents
If there are many Topics or Intents in a ticket, the AI may not be deterministic and may return unexpected results.
Additional Intents Included when Instructions are Specific
When entering specific Instructions, Auto Generate always looks at all the tickets in the time frame so there may be additional Intents. You can delete any that are not relevant for what you are looking for.
Merged Tickets
When tickets are merged in Zendesk, the original ticket is closed but its comments may be moved to the target ticket. If the merged ticket has no comments remaining, it will be skipped during the Auto generate analysis and this may explain why some solved tickets are not counted.