Working with classified entities in tickets

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<p id="docs-hc-snippet" style="display: none;">Entity classification, part ofintelligent triage, automatically captures specific pieces of information from incoming tickets and messaging conversations — such as product names, order numbers, or location details.</p>
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<p id="docs-ai-summary-content">You can view, copy, or update classified entities like product names or order numbers in tickets to keep information accurate. Highlighted entities indicate whether the associated custom field is populated, allowing you to quickly update fields or copy values. This helps you manage key ticket details and customer information effectively during support interactions.</p>
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<p class="p">Entity classification, part of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent triage</a>, automatically captures specific pieces
of information from incoming tickets and messaging conversations — such as product
names, order numbers, or location details.</p>
<p class="p" dir="ltr">Depending on how your admin has configured your account, classified information
might be highlighted, making it easier to reference, verify, or make changes to
entities. Sometimes, you may need to view or edit these classified entities to ensure
ticket accuracy or update customer information.</p>
<p class="p" dir="ltr">In this article, you’ll learn how to find, copy, or update classified entities
in Zendesk tickets.</p>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_entity_detection__ul_nxx_dlt_zbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">Classifying information in tickets with
entities</a></li>
</ul>
<p class="p">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.</p>
<p class="p"><strong class="ph b">To take an action on a highlighted entity</strong></p>
<div class="p">
<ol class="ol" id="zug_ai_entity_detection__ol_npv_xst_zbc">
<li class="li">In Agent Workspace, open a ticket or messaging conversation. </li>
<li class="li">Click a highlighted entity value.</li>
<li class="li"> 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 <strong class="ph b">Copy</strong> to copy the value to the clipboard.<p class="p"><img class="image img-screenshot" id="zug_ai_entity_detection__image_e1b_tc5_zbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_entity_detection_two_highlighted_values.png" width="600"></p>
</li>
<li class="li">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:<ul class="ul" id="zug_ai_entity_detection__ul_i4h_152_yfc">
<li class="li">Click <strong class="ph b">Update</strong> to update the value of the associated custom field
with the highlighted value.</li>
<li class="li">Click<strong class="ph b"> Copy</strong> to copy the highlighted value to the clipboard.</li>
</ul>
</li>
</ol>
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