Working with detected entities in tickets



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Zendesk’s entity detection feature automatically identifies unique information inside
support tickets. These pieces of unique information, called entities, can include
details such as order numbers, account IDs, or phone numbers.
Depending on how your admin has configured your account, detected information
might be highlighted, making it easier to reference, verify, or make changes to
entities. Sometimes, you may need to view or edit these detected entities to ensure
ticket accuracy or update customer information.
In this article, you’ll learn how to find, copy, or update detected entities in
Zendesk tickets.
Related articles:

Detecting information in tickets with
entities

You can click a highlighted entity and quickly update the associated custom field with the
highlighted value or else copy the value to the clipboard. This is applicable in most
cases to values in drop-down fields.
To take an action on a highlighted entity


In Agent Workspace, open a ticket or messaging conversation.
Click a highlighted entity value.
If the highlighted value is completely shaded in blue, it means the associated
entity custom field on the ticket has already been populated with that value.
Click Copy to copy the value to the clipboard.

If the highlighted value is only outlined in blue (not shaded), it means the
value hasn’t yet populated the entity custom field. Select from the following
options:
Click Update to update the value of the associated custom field
with the highlighted value.
Click Copy to copy the highlighted value to the clipboard.





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