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.