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Triage Quickstart: Getting Started Guide

What is it?

Triage Quickstart is an extension of Triage that empowers you with a mix of pre-built & custom classifiers which automatically suggests field values on cases. With just a few clicks, you can easily turn on the pre-built classifiers directly in your dashboard without needing to work with the Forethought team. For custom classifiers, a paid plan is required. See “How can I use custom classifiers?” in the FAQ section below for more information.

Why is this important?

We know that support agents are focused on getting to customer issues as quickly as possible. Unfortunately, they’re stuck doing mundane tasks like manually prioritizing, categorizing and routing cases. For customers that are already using AI to triage tickets, there’s typically manual effort required to get it up and running (e.g. coding).

With Triage Quickstart, customers can automate the process of tagging cases with little to no effort involved!

What tags can I start adding to cases?

Triage Quickstart currently provides 3 pre-built classifiers. This includes:

Sentiment Analysis

Sentiment Analysis detects patterns in text and automatically classifies a customer's overall emotions as positive, negative, neutral or mixed.

  • Positive – The text expresses an overall positive sentiment
  • Negative – The text expresses an overall negative sentiment
  • Mixed – The text expresses both positive and negative sentiments
  • Neutral – The text does not express either positive or negative sentiments

Spam Detection

Spam cases clog queues and represent a threat to the teams. This classifies text/messages as spam or not spam.

  • Spam
  • Not Spam

Language Routing

Classify tickets by language and route them to the appropriate team member.

  • English
  • French
  • German
  • Italian
  • Korean
  • +171 more languages

If needed, you can work with the Forethought team to build custom classifiers to meet your classification needs. Some examples include:

  • Root cause analysis: Suggests root cause of customer inquiry.
  • Product area classification: Suggests product inquired about
  • Case reason: Suggests reason customer submitted case (like password reset) 
  • Escalation: Prioritizes cases 
  • and much more!

How do I get started?

For prospective customers, please start with step 1. For existing customers, continue to step 3.

  1. Fill out our free trial form with your information.
    Screen_Shot_2022-07-11_at_1.01.07_PM.png

  2. Once completed, you should receive an email with login details.

  3. Log into the Forethought dashboard and click Classifiers under Triage. You will see 3 classifiers.step1.png

  4. Click on the classifier you'd like to set up.

  5. If your Zendesk integration is already configured, jump to Step 6.
    If you see the following screen, click the Configure Integration button.
    step3.png

  6. The Zendesk integration configurator slides in from the left. Enter the domain of your Zendesk instance, then click Connect.
    Note: The domain should be the url where your agents use Zendesk, ending with “.com”. You can also find domains in the Zendesk Admin Center under Account > Brand management > Brands > Host mapping.
    step5.png
    On successful connection, you will see Connected. Close the Zendesk integration configurator and click on Triage > Classifiers, then click the classifier you’d like to set up.

    Learn more about Forethought integrations

  7. Click Get Started
    new_step_7.png

  8. Click + Create New Field
    The output field will be populated with a field name to use as output for this classifier. Feel free to update the name, but note that if a field with that name already exists, it will be overwritten.

    Click Save.
    step7.png

  9. Forethought will automatically create a new ticket field in Zendesk using the field name set in the Output field box, or if the field already exists, that field will be overwritten. A popup explains that this field will be used for classifier output, and warns you about overwriting an existing field.

    Click Confirm and save.
    step8.png

  10. Set the "Status" toggle to Active.
    step9.png

    On the following popup, click Activate.
    step9-2.png

    Now the classifier is active and all incoming tickets submitted to your Zendesk via email and web form will be tagged by the activated models. For each model, the predicted value will be written to the configured output field.
    step9-3.png

    You can see all active classifiers in the main Classifiers screen.
    step9-4.png

Frequently Asked Questions (FAQs)

Q: How can I test a classifier before activating?

A: Triage Quickstart allows you to test ticket classification in each classifier.

Copy or type your ticket contents (Subject and Description) in the right hand sidebar, then click Classify text.

spam classifiertesting3.png
sentiment classifiertesting2.pnglanguage classifiertesting1.png

Q: How can I use custom classifiers?

A: Custom classifiers are not available as part of a Triage Quickstart trial. To enable custom classifiers, please click Upgrade Plan and a member of the Forethought team will contact you with more information.

Q: How does Triage work on the backend?

A: When a new ticket is created in your Zendesk, a trigger will fire which notifies Forethought servers via a webhook. This effectively requests a prediction from Triage, and after classifiers have determined tags for this ticket, the specified output fields on the ticket will be filled in via an API call.

Q: I filled out the form but haven’t received my login details. What should I do?

A: If you have any trouble getting access to the free trial, please reach out to support@forethought.ai.

Q: What is the duration of the trial?

A: There is no time limit, but we do limit the number of predictions made to 1000. You can see your usage on the bottom left of your dashboard. Once you hit your free trial usage, the predictions will automatically stop.
trial_duration.png

Q:
What if I only want Triage to tag certain tickets?

A: If you want to make sure Triage does not tag certain tickets, you can add conditions to the Zendesk trigger that notifies Forethought of newly created tickets. For example, if you only want to tag tickets coming from the “Email” channel, you can add a trigger condition of “ticket: channel is Email”.

Q: Once a classifier is activated, how will agents know it’s working?

A: After your admin activates the classifier, agents should see an additional field in the help desk with the appropriate tag. 

Q: What help desks are supported for Triage Quickstart?

A: Currently, only Zendesk is supported. Support for additional help desks is on the way!

Q: What kinds of tickets are supported?

A: Currently we support all tickets submitted via email and web form.

Q: What value is written to the output field in my helpdesk?

A: The classifier output with the highest confidence score is written to the helpdesk. For example if language classifier is used and the classifier output is the following

Output

Confidence

Spanish

45%

Portugese

30%

English

25%

Spanish is written to the output field since it has the highest confidence score.

Q: Can I pause/deactivate my trial and reactivate it later?

A: Yes, simply deactivate your active classifiers and reactivate them as you please.

Q: What should I do if I want to upgrade to the paid plan?

A: To upgrade, click Upgrade Plan in the Forethought dashboard (under Triage > Classifiers) and a member of the Forethought team will contact you with more information.

Q: If I have additional questions, who should I connect with?

A: For any additional questions, please reach out to support@forethought.ai.

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