Intents report (preview)
The Intents report groups tickets by what customers wrote in about, as classified on arrival. Classification for new tickets is still being switched on.
Last updated 2 min readPreview
The Intents report shows what customers wrote in about, grouped by the intent each ticket was given when it arrived. It complements the Tags report with labels nobody has to add by hand.
Intent classification on arrival is not switched on yet. New email and chat tickets arrive without an intent, so the report only shows tickets that already have one, such as the demo workspace's data. Use the Tags report for the same view today.
Before you start
- Who can do this: everyone.
- Plan: all plans.
Step by step
- Open Analytics and choose Intents ("What customers wrote in about, as classified on arrival.").
- Pick a date range and filters.
- Read the ranked intents with their share and change.
- Switch to the table or press Export CSV for every intent.
What happens next
Each intent shows the tickets created with it in the period, its share and the change against the previous period where available. Tickets without an intent are not counted.
Intents, tags and topics
| Label | Set by | Where it shows |
|---|---|---|
| Intent | Classification on arrival (coming) | Intents report, rule conditions |
| Tag | People, macros, rules | Views, rules, Tags report |
| AI topic | The AI agent, per message | AI activity log |
Getting the same picture today
Create keyword rules for your most common reasons, such as "where is my order", "return" and "damaged", that add a tag when a ticket is created. Within a week the Tags report gives you the breakdown the Intents report will show automatically later. Keep the same names when intents arrive, so both reports line up.
What will change
Once classification on arrival is switched on, each new ticket will get an intent as it arrives, the report will fill in for new periods, and the Intent rule condition will start matching new tickets.
Tips
- Build keyword rules that tag common reasons now; they keep working when intents arrive.
- Keep tag names close to the reasons customers give, so the two reports line up later.
- Avoid building views or rules that depend on the Intent condition until classification is switched on, or they will stay empty for new tickets.
Troubleshooting
The report is empty
Expected for live workspaces until classification on arrival is switched on. Use the Tags report meanwhile.
Only old or demo tickets appear
Those tickets were given an intent before they reached your workspace, for example in demo data.
Frequently asked questions
What is an intent in Hushdesk?
A label for what the customer wrote in about, such as where is my order or a return, attached to a ticket when it arrives. The Intents report groups tickets by that label, and rules can use Intent as a condition, so intents can route and report on tickets without anyone tagging them.
Why is my Intents report empty?
Classifying intents for new tickets on arrival is not switched on yet, so new email and chat tickets arrive without an intent. The report shows tickets that already carry one, such as demo data. Until then, use tags and the Tags report for the same picture.
How is an intent different from a tag?
An intent is one label set automatically when a ticket arrives, describing why the customer wrote. Tags can be several per ticket and are added by people, macros or rules. Both can drive rules and reports, while only tags can filter views. Until intents arrive for new tickets, tags are the reliable choice.
Can I use intents in rules today?
The Intent condition is in the rule builder, so rules can check it. Because new tickets do not get an intent yet, a rule that relies on it will not fire for them. Use Customer message contains with keywords instead for now.
Will the AI agent's topics appear in the Intents report?
No. The AI agent recognises a topic for each message it handles, shown in its activity log, but that is kept with the AI's decision and is not written to the ticket as an intent. The Intents report only counts the intent stored on the ticket.
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Related articles
- See what customers write about with the Tags reportThe Tags report ranks tags by tickets created in the period, with each tag's share and change versus the previous period, to spot rising problems.
- Break down tickets by ticket fieldThe Ticket fields report counts tickets created in the period by the value of a dropdown field, such as Outcome or Contact reason, with trends.
- Rule triggers, conditions and actions referenceEvery trigger, condition field, comparison and action available in the Hushdesk rule builder, with what each one does and an example of when to use it.
- Read the AI agent activity logSee what the AI agent did with every customer message and why, whether answered, drafted, handed over, skipped, cancelled or failed.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.