Made with love by Tripelhop

We’re a team of Belgian Zendesk enthusiasts that craft unique apps for Zendesk that will improve your agents’ experience. At Tripelhop we focus on making sure you’ve got the right tools at hand to get the most out of Zendesk.

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

Requires Advanced AI. Entities need the Entity Detection EAP.

Discover the app

Intelligence Viewer displays the ticket's intent, sentiment, and language to your agents, as Zendesk did before the Agent Workspace redesign. 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

• Spot other tickets with the same intent and check whether there is a wider issue behind it.

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

Data disclosure

This app does not store or transfer your data to other platforms. It doesn't misuse the data or expose your Zendesk to unauthorized access. It runs entirely inside your Zendesk account and has no external servers.

• Data it reads: the open ticket with its intelligent triage values (intent, sentiment, language and entities), your ticket field definitions, your account's header color, and a search for tickets with the same intent, to count them by status.
• Data it stores: only the Hide Intents and Hide Entities choices, in this app's settings.
• Data it changes: nothing. The app is read-only.

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