Installing and setting up the AI Sentiment Analysis app

To install the app, go to the marketplace, for more information about the app visit Sentiment Analysis for Zendesk.

1. Installing the AI Sentiment Analysis App

1. 1. Go to the Zendesk marketplace and look up "AI Sentiment Analysis". Alternatively, you can use this link.
   2. Click on the 'Install' button located on the right side.
   3. Choose the Zendesk instance where you want to install the app.
   4. Follow the redirection to your Zendesk Admin space. Make sure you have admin rights.
   5. Here, you can rename the app, but by default, it's labeled as "AI Sentiment Analysis". Decide if you'd like to enable role or group restrictions.
   6. Finally, hit the 'Install' button.

2. Accessing the app

• Navigate to your agent workspace. This can be done by clicking on the icon with four squares located at the top-right corner, and then choosing "Support."
• In the Support workspace, spot the AI Sentiment Analysis icon on the left after the settings symbol.  
  Note: If you have numerous apps installed, it might be hidden under the three dots at the lower left part of your screen. Click on this icon to proceed.
  

3. Creating a Knots account

•  On the settings page be sure to go to "Login". Create a new account or log in if you are already a knots customer. 

4. Creating a new trigger

1. Click on the AI Sentiment Analysis app from the navigation bar, and then select Create New Trigger.
2. Name your trigger based on the classification need. 

3. Ensure you have a pre-configured drop-down field in Zendesk, such as "Sentiment Analysis".

4. Select this drop-down field. The app will automatically pull values from this field.

5. In the Explanation field, add more detailed context to improve classification accuracy. 
   
   

   Pro Tip: You can use AI tools like ChatGPT to enhance your explanations. Adding more specific details helps the AI Ticket Classification app better understand the ticket context.

5. Saving and Activating the Trigger

1. Once you've finished configuring the trigger, click Save and Activate.
2. The trigger will now be live and start working immediately.
3. You can further refine its behavior by clicking on Advanced Configuration in the upper right corner and customizing trigger conditions to match your exact requirements.
   
   

6. Testing the trigger with a sample ticket

Create or use an existing ticket to see the app in action.