Free-text can be analyzed in the platform for smart tagging in Zendesk. The free text analyzed can also change depending on the channel. For example, Lang analyzes the first inbound message sent for any ticket sent via email, web, or SMS. If the first inbound comment has irrelevant free-text, a request can be sent to the Platform Success team for custom formatting.

Subject and description

The subject and description fields in Zendesk are examples of free-text that can be analyzed in the Lang platform. If the ticket is sent via email, Lang will custom format the subject field as “Subject” and the description field as “Body”.

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