Copilot's ticket sentiment analyzes the latest comments in an ongoing ticket conversation and classifies the communication tone as positive, negative, or neutral, providing immediate insight into how the customer perceives the service being provided.

With AI-powered ticket sentiment, you can quickly gauge the tone of ongoing conversations — so you can prioritize urgent matters, tailor your responses, and stay on top of customer satisfaction trends. This quick assessment helps you focus your attention where it's needed most and deliver more effective support.

Important: Ticket sentiment analysis classifies the tone of ticket communications to support service prioritization. It is not designed or intended for evaluating individual employee performance or inferring the emotions of employees. Sentiment indicators should not be aggregated on a per-person basis.

Note: Sentiment analysis currently supports Arabic, Chinese, Dutch, English, French, German, Indonesian, Italian, Japanese, Korean, Portuguese, Spanish, Thai, Turkish, and Vietnamese.

How it works

On the Tickets page, you can view the sentiment at a glance, making it easy to prioritize tickets based on tone.

Note: The AI sentiment analysis doesn't apply to the initial comment generated by alerts or comments added via API integration.

You can also see the sentiment directly on the ticket itself, so you can respond appropriately and effectively.

Disable AI ticket sentiment

If you'd rather turn ticket sentiment analysis off:

1. Go to Admin > My account > Account settings.

The Ticket Settings page appears.

2. Select Tickets. Then scroll down to disable Ticket sentiment analysis.