Editing entity synonyms and classification settings

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.


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Summary: ◀▼
Admins can manage entity synonyms and classification settings to improve intelligent triage. You can add up to 10 synonyms for an entity value so more ticket and messaging variants are detected, then control how detected values update ticket fields, whether values are highlighted for agents, and whether misspellings are found.





Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the Copilot add-on.
Entity classification, part of intelligent triage, automatically captures specific pieces
of information from incoming tickets and messaging conversations — such as product
names, order numbers, or location details.
You can use this information to enrich tickets with actionable details and give agents
helpful context about each request. You can also incorporate classified entity values
into your workflows to automatically update ticket fields and more precisely route or
prioritize tickets.
This article describes how admins can manage and edit existing entities, including adding
synonyms and configuring classification settings. To set up entity classification, see
Classifying unique information in tickets with
entities.
This article contains the following topics:

Adding synonyms to entity
values
Editing entity ticket field update behavior and highlighting

Related articles:

Classifying unique information in tickets with
entities
Turning off or deleting an entity



Adding synonyms to entity values

Adding synonyms to entities helps intelligent triage classify more variants
of entity values. For example, “Order ID” as a synonym for “Order number”.
Every time one of the synonyms appears in the ticket, it’s highlighted and
the corresponding entity value will be extracted if those settings are
activated.
To add synonyms to entity values

In Admin Center, click
AI in the sidebar, then select Intelligent triage > Entity.
Click the entity you want to edit.
Click the options menu icon ( ) for a value name, then click Edit
synonyms.

Enter synonyms for the value, then click Save. You can add up to 10
synonyms.

The synonyms are added
and appear under the value name in the list.


Click Save. The synonyms you added are classified on new
tickets.





Editing entity ticket field update behavior and highlighting

You can edit entities to configure how the custom ticket field associated with the
entity is updated based on ticket comments or messages. You can also edit whether
entity values are highlighted in tickets and messaging conversations.
To edit an entity


In Admin Center, click
AI in the sidebar, then select Intelligent triage > Entity.
Click an entity, then click Manage settings.
Under Update ticket field with detected values, update the behavior
of the ticket field associated with the entity custom field by selecting one
of the following options:
Don’t update ticket fields
Values in first message only
Values in subsequent messages only
Values in all messages


(Drop-down only) If you selected any option except
Don’t update ticket fields, select Replace existing ticket field
value if the new value in the ticket field should overwrite the old
value. Otherwise, the ticket field will not be updated if it already has a
value.
Under Agent tools, select or deselect Highlight entity values in
all messages. When this option is selected, agents can take action on highlighted
entities.
Under Detection settings, select or deselect Detect misspelled
values.
Click Save.




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