Turning off topic, sentiment, language, or entity settings

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<p id="docs-hc-snippet" style="display: none;">Intelligent triageuses AI to automatically classify new customer support tickets by topic, sentiment, language, and entities, such as product names.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can turn off topic, sentiment, and language detection for intelligent triage, or disable or delete an entity field so it no longer appears in tickets. This helps you control AI ticket classification, reduce unwanted ticket highlighting, and keep classified data aligned with your support workflow.</p>
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<span class="attentiontitle"></span> Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>.</div>
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> uses AI to automatically
classify new customer support tickets by topic, sentiment, language, and entities, such
as product names.</p>
<p class="p" dir="ltr">By default, intelligent triage topic, sentiment, and language settings are
turned on. This article describes how admins can turn off these settings in Admin
Center. If you've configured entity classification, you can turn off or delete an entity
so that it's no longer classified in tickets.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic_azh_xng_htb__ul_oc5_v4g_htb">
<li class="li" dir="ltr"><a class="xref" href="#topic_fh4_brd_hgc">Turning off intelligent triage settings</a></li>
<li class="li"><a class="xref" href="#topic_p4h_1lt_zbc">Turning off or deleting an entity</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_azh_xng_htb__ul_mq2_yfj_fzb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Automatically classifying tickets with
intelligent triage</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>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fh4_brd_hgc">
<h2 class="title topictitle2" id="ariaid-title2">Turning off intelligent triage settings</h2>
<div class="body">
<p class="p">By default, topic, sentiment, and language settings are all turned on. You can turn
off any of these settings individually in Admin Center. For more information about
these classifications, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Automatically classifying tickets with intelligent
triage</a>.</p>
<p class="p"><strong class="ph b">To turn off topic, sentiment, or language settings</strong></p>
<ol class="ol" id="topic_fh4_brd_hgc__ol_gh4_brd_hgc">
<li class="li" dir="ltr"><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_fh4_brd_hgc__d8e1503" 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; Topic</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage Settings</strong>.</li>
<li class="li">Deselect the <strong class="ph b">Detect</strong> checkbox.<p class="p"><img class="image img-screenshot" id="topic_fh4_brd_hgc__image_n25_jtw_ngc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_intent_turn_off_setting.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_p4h_1lt_zbc">
<h2 class="title topictitle2" id="ariaid-title3">Turning off or deleting an entity</h2>
<div class="body">
<p class="p">If you no longer want an entity to be classified in tickets, you can either turn off
entity classification or delete the custom field associated with the entity. In both
cases, entity-related highlighting is removed from all tickets, including tickets
that were created while the entity was active.</p>
<p class="p"><strong class="ph b">To turn off entity classification for a custom field</strong></p>
<ol class="ol" id="topic_p4h_1lt_zbc__ol_dlc_tst_zbc">
<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_p4h_1lt_zbc__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 the entity you want to turn off.</li>
<li class="li">Under <strong class="ph b">Update ticket fields with detected values</strong>, select <strong class="ph b">Don't update
ticket fields</strong>.</li>
<li class="li">Deselect <strong class="ph b">Highlight entity values in all messages</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p"><strong class="ph b">To delete a custom field associated with an entity</strong></p>
<ol class="ol" id="topic_p4h_1lt_zbc__ol_dmy_sst_zbc">
<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_p4h_1lt_zbc__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 the options menu (<img class="image" id="topic_p4h_1lt_zbc__image_xhk_m44_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) for the entity you want to delete.</li>
<li class="li">Click <strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete</strong> to confirm.</li>
</ol>
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