Adding entities to automatically classify information in tickets

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<p id="docs-hc-snippet" style="display: none;">As part of the Copilot add-on, entities allow you to define and automatically classify unique information in tickets and messaging conversations. You can then use that information to populate associated custom ticket fields and power automated workflows and reports.For more information, seeAbout entity classification.</p>
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<p class="p" dir="ltr">As part of the Copilot add-on, entities allow you to define and automatically
classify unique information in tickets and messaging conversations. You can then use that
information to populate associated custom ticket fields and power automated workflows and
reports. <span class="ph">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194#topic_fb1_xkt_zbc" target="_blank">About entity classification</a>.</span></p>
<p class="p" dir="ltr">To help you get the most out of Zendesk's AI Copilot features,
this article provides an overview on how admins can get started with adding entities.</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_vhy_5d3_b3b">
<li class="li"><a class="xref" href="#topic_erm_rbf_m2c">Step 1: Create an entity</a></li>
<li class="li"><a class="xref" href="#topic_usd_cfy_j2c">Step 2: Create workflows based on entities</a></li>
</ul>
<p class="p"><strong class="ph b">Related articles</strong>:</p>
<ul class="ul" id="topic-1__ul_tft_dql_tkb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">About Zendesk Copilot</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">Classifying unique information in tickets with entities</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_erm_rbf_m2c">
<h2 class="title topictitle2" id="ariaid-title2">Step 1: Create an entity</h2>
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<p class="p">An existing custom ticket field represents the piece of information (entity) you care
about. The values in the custom ticket field represent details about the entity. </p>
<p class="p">For example, create an entity with a drop-down custom field named
Product Line that contains values such as Camera Model A, Camera Model B, and so on.</p>
<p class="p"><strong class="ph b">To create an entity</strong></p>
<ol class="ol" id="topic_erm_rbf_m2c__ol_bmg_vbf_m2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_erm_rbf_m2c__d8e1518" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Intelligent triage &gt; Entity</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create entity</strong>. </li>
<li class="li">Under <strong class="ph b">Select field type</strong>, click either <strong class="ph b">Drop-down</strong>, <strong class="ph b">Multi-select</strong>, or
<strong class="ph b">Regex</strong>.</li>
<li class="li">Under <strong class="ph b">Select custom field</strong>, select a custom field.</li>
<li class="li">Deselect <strong class="ph b">Detect entity</strong> if you don't want to detect and
highlight this entity in tickets yet. This option is selected by default.</li>
<li class="li">Click <strong class="ph b">Create entity</strong>.<p class="p">The entity's settings page opens. The
options on the page will differ depending on which type of custom ticket field your
entity is associated with:</p>
<ul class="ul" id="topic_erm_rbf_m2c__ul_b4n_j51_5gc">
<li class="li">If you created an entity associated with a drop-down or multi-select custom field,
the page displays the entity's values.<p class="p">From this tab, you can optionally <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9470811609370" target="_blank">add synonyms</a> to the field values. </p>
</li>
<li class="li">If you created an entity associated with a regex custom field, then the regular
expression (regex) appears under Validation.<p class="p">You can enter text in the <strong class="ph b">Test
detection</strong> field in the right panel to check if the entity will be
classified.</p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Manage settings</strong>.</li>
<li class="li">Set the <strong class="ph b">Extraction rules</strong>. Under <strong class="ph b">Update ticket field with
classified values</strong>, configure the behavior of the ticket field associated with the
entity.<p class="p"><strong class="ph b">Values in all messages</strong> is selected by default.</p>
</li>
<li class="li">Under <strong class="ph b">Agent tools</strong>, select <strong class="ph b">Highlight entity values in all
messages</strong> if you want entities to be highlighted in blue in tickets and messaging
conversations. This option is selected by default.</li>
<li class="li">Under <strong class="ph b">Detection settings</strong>, select <strong class="ph b">Detect misspelled
values</strong> if you want to allow the system to find misspelled entity values. This option
is selected by default.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">When the entity is classified in tickets, the associated custom ticket field is populated
or updated. You can use the associated custom ticket field's tag and value to help you build
triggers, automations, and reporting.</p>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_usd_cfy_j2c">
<h2 class="title topictitle2" id="ariaid-title3">Step 2: Create workflows based on entities</h2>
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<p class="p">You can use ticket triggers and other business rules to automate workflows based on
entities classified in tickets.</p>
<p class="p"><strong class="ph b">To create a trigger based on entities</strong></p>
<ol class="ol" id="topic_usd_cfy_j2c__ol_mnz_tqy_j2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_usd_cfy_j2c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">On the Triggers page, click the <strong class="ph b">Ticket</strong> tab, then click <strong class="ph b">Create
trigger</strong>.</li>
<li class="li">Enter a <strong class="ph b">Name</strong>, <strong class="ph b">Description</strong>, and <strong class="ph b">Category</strong> for your trigger. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating ticket triggers</a> for details. </li>
<li class="li">In trigger <strong class="ph b">Conditions</strong>, add the entity you want to use as part of the trigger
condition. <p class="p">You can use the ticket tag related to value in the
custom field that's associated with entity, </p>
<p class="p">For example: </p>
<p class="p"><strong class="ph b">Ticket &gt; Tags
| Contains at least one of... | Product_Line_Camera_Model_A</strong></p>
<p class="p"><img class="image img-screenshot" id="topic_usd_cfy_j2c__image_mtt_ryy_j2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_gs_entity_trigger_condition.png" width="500"></p>
</li>
<li class="li">In trigger <strong class="ph b">Actions</strong>, add the actions you want to perform when the condition
applies.<p class="p">For example:</p>
<p class="p"><strong class="ph b">Ticket &gt; Group | Product Team A</strong></p>
<p class="p"><img class="image img-screenshot" id="topic_usd_cfy_j2c__image_rlm_syy_j2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_gs_entity_trigger_action.png" width="500"></p>
<p class="p">For more information on trigger conditions and actions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882" target="_blank">Ticket trigger conditions and actions reference</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842880282" target="_blank">Zendesk chat and messaging triggers conditions and actions
reference</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Create trigger</strong>. </li>
</ol>
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