Deskpro AI requires a Deskpro Professional or Enterprise license.
Once you have created an Intent Set, you're ready to create your first intent. To create an Intent, follow the steps below.
Click the + New button. This action will open the Customer Intent menu. 
Each intent needs a name, description, and assignment to a pre-configured Intent Set. Here are the fields you need to configure:
Field | Description |
|---|---|
Name | This name will appear in the Customer Intents ticket field after an intent has been detected so should be concise. |
Intent Set | The Intent Set that this intent will be categorized under. |
Description | This is the most important aspect of each customer intent as this field is used by the AI model to determine the intent of a ticket. You should use a clear and concise description that does not overlap with other intents. |
Enable / Disable Intent | You can choose to enable or disable individual intents within an intent set. Only enabled intents will be used by the AI model to triage tickets when the parent intent set is run. |
Example of Customer Intents
Below are examples illustrating how you might categorize intents within specific intent sets
Intent Set | Intent Name | Description |
|---|---|---|
Billing | Cancel Subscription | Requests to cancel or terminate their subscription |
Upgrade Subscription | Requests to upgrade their subscription or change the plan they are on | |
Downgrade Subscription | Requests to downgrade their subscription | |
New Subscription | Requests to start a new subscription or add another subscription | |
Incorrect Charge | Charged too much or too little on their bill | |
Invoice Request | Requests an invoice or receipt for the service | |
Refund | Requests a refund or money back | |
Payment Issue | Issue setting up their payment method or error when they try to pay | |
Order | Cancel Order | Requests to cancel an order after it has been placed |
Change Order | Requests to change an order after it has been placed | |
Wrong Order | Received order contains the wrong item | |
Damaged Order | Received the item but it arrived damaged or broken | |
Order Status | Requests an update on their order status. | |
Missing Item | Received order does not contain all the expected items | |
Discount Request | Requests a discount | |
General | Thank you | Thank you message from a customer with no additional issues or questions |
Account | Activation | Requests for assistance with activating their account |
Recovery | Requests to reset their email or password, or if they have been locked out of the account | |
Service | Bug Report | They are having an issue or noticed a bug in the service |
Feature Request | They request a new feature or suggestion for a feature |
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