Intelligence Viewer is a sidebar app for Agent Workplace that provides a rich overview of the data surfaced by Zendesk AI and Intelligent Triage.

Discover the app

Intelligence Viewer displays the ticket's intent, sentiment, and language to your agents, similar to how Zendesk used to present this data before redesigning the Agent Workspace to align with the Agent Copilot. In addition, our App consolidates a ticket's custom entities in one place.

This will allow your agents to understand the customer's reason for contact (intent) and identify the specific product or service the ticket pertains to (entity).

Improved data views

Zendesk hides intelligent triage data in ticket fields, making it difficult to quickly find the information and obscuring other relevant ticket fields like category or order number. The Intelligence Viewer brings that context to the forefront.

Intents and Entities

Customers contact you for a reason and about a specific product or service. Zendesk’s intent and entity detection automatically surface that information. Intelligence Viewer shows intent, sentiment, language and your own custom entities in a clean overview.

Similar Tickets

Just below the intent, a toggle displays the number of open tickets with the same intent. From here, the agent can quickly review these tickets. By seeing how similar issues were addressed, your agents can resolve tickets more efficiently.“Intents tell you why the customer is contacting you, entities tell you what the ticket is about”

Show the intent, sentiment and language detected by Zendesk AI in a single overview

• A list of detected Entities with context-specific icons that gives agents insight in the ticket

• Agents can quickly identify other tickets with the same intent. They can review how these tickets are being handled and determine if there is a general issue related to the intent.

• An interface that adapts to your branding, seamlessly blending in with the native Agent Workspace UI.

This application requires Advanced AI to be enabled in your Zendesk instance. Entities detection requires opt-in to the Custom Entities EAP