Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue (2–3 sentences)
I would like Zendesk’s intent prediction to be able to reference internal notes in addition to public comments when determining ticket intent. This primarily affects agents and admins using telephony and other integrations that log transcripts or agent notes as internal notes rather than public comments. In these cases, intent prediction is currently blind to the most meaningful content in the ticket.
What problem do you see this solving? (1–2 sentences)
This would allow intent prediction to function accurately for tickets created via voice, chat, or system integrations where no public comment (such as an email) exists. As a result, automated routing, macros, and workflows would work reliably regardless of the ticket’s channel or comment visibility.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3–4 sentences)
This issue occurs daily for tickets created through telephony, where call transcripts and summaries are logged as internal notes and no customer email address is present. Intent prediction fails to classify these tickets because it only evaluates public comments, even though rich contextual data exists internally. This reduces automation accuracy, increases manual triage, and slows down agent response times. Over time, this negatively impacts operational efficiency and customer experience.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1–2 sentences)
There is no effective workaround today. Agents either have to manually tag tickets or copy relevant information from internal notes into a public comment purely to trigger intent-based automation.
What would be your ideal solution to this problem? How would it work or function? (1–2 sentences)
Ideally, intent prediction would have a configurable option to include internal notes (such as call transcripts or agent summaries) when determining intent. This could be controlled via admin settings, allowing teams to decide whether internal notes should be considered, excluded, or weighted differently depending on channel or integration.
