AI triage & assist lets Jev, IntelliDesk's AI, read every new ticket on a desk as it arrives. It sets the priority, fills in the ticket type, and flags angry customers, machine mail and spam. It also switches on Jev's suggestions and reply checks for the agents on that desk.
It's switched on per help desk, so you can try it on one desk first.
Switching it on
- Go to Settings → Help Desks and open your desk.
- Turn on AI triage & assist.
Only a manager of that desk can change it. You don't need an AI key of your own: triage works as soon as it's switched on. See Setting up AI: your own key, the platform AI and what each feature needs.
To switch it off, turn the same switch off. Tickets that were already triaged keep what was set.
Which tickets are triaged
Tickets that customers send in: by email, the customer portal, your website form, the API and WhatsApp. Each is read once, within a few seconds of arriving.
These aren't triaged:
- tickets an agent creates in IntelliDesk,
- live chats (the chat AI works differently; see Why didn't the AI answer my visitor's chat?),
- tickets that arrived before you switched it on.
What Jev changes, and when
Jev gives each answer a confidence score. It only makes a change when it's sure enough, and never over a choice a person made.
Priority
- Jev only changes a ticket that's still on the default Normal. If a person or the API chose the priority, even Normal, it's left alone.
- It can lower it to Low or raise it to High or Urgent. Urgent needs more certainty than the others, because it tightens SLAs the most.
- Machine mail and spam are never raised, however alarming they sound ("CRITICAL ALERT!"). They're moved to Low instead, so they sink below real customers.
- If an agent changes the priority in the second before Jev finishes, the agent's choice stands.
A priority Jev set shows Set by AI · 87% confident under it. Change it like any other priority; the label goes once it no longer matches.
A priority change also updates the ticket's SLA targets, just as it would if you changed it yourself.
Ticket type
Jev fills in Question, Incident, Problem or Task only when the type is empty and it's confident. It never replaces a type that's already set.
Flags
These appear as badges in the ticket's side panel. They're for your information only; nothing is closed or deleted.
- Frustrated customer: the first message reads as frustrated or angry. Consider a careful, personal reply.
- Automated message: an auto-reply, out-of-office, bounce, notification or newsletter rather than a person.
- Possible spam: marketing, a sales pitch, a scam or phishing.
What else it switches on
With AI triage & assist on, agents on the desk also get:
- Suggested tags and Suggested replies (saved replies that fit the customer's latest message),
- Possible duplicate and "thanks, sorted" banners,
- Reply checks when they press Send,
- and Best match (AI) auto-assignment can work.
See Jev's suggestions on a ticket and Reply checks: what the "Before you send" warnings mean.
When nothing happens
If Jev can't be reached, or isn't sure, the ticket is simply left as the customer created it. You'll see no label and no flags, and the ticket works normally.
Using triage in your rules
Triage runs before your AI check triggers, so those triggers can test the priority and type Jev set. See Triggers and automations.
Related: What is Jev? The AI in IntelliDesk explained · Tags, priorities, and ticket types · SLA policies and business hours