Editing entity synonyms and classification settings

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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">Admins can manage entity synonyms and classification settings to improve intelligent triage. You can add up to 30 synonyms for an entity value, make matching values get extracted on new tickets, choose how detected values update the related ticket field, turn entity highlighting on or off for agents, and detect misspelled values. This helps enrich tickets and route requests with more context.</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">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">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.</p>
<p class="p">This article describes how admins can manage and edit existing entities, including adding
synonyms and configuring classification settings. To set up entity classification, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">Classifying unique information in tickets with
entities</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zug_ai_entity_detection__ul_hvt_flt_zbc">
<li class="li"><a class="xref" href="#topic_b1j_2v2_yfc">Adding synonyms to entity
values</a></li>
<li class="li"><a class="xref" href="#topic_ath_zkt_zbc">Editing entity ticket field update behavior and highlighting</a></li>
</ul>
<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 unique information in tickets with
entities</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9678056232858#topic_p4h_1lt_zbc" target="_blank">Turning off or deleting an entity</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_b1j_2v2_yfc">
<h2 class="title topictitle2" id="ariaid-title2">Adding synonyms to entity values</h2>
<div class="body">
<p class="p" dir="ltr">Adding synonyms to entities helps intelligent triage classify more variants
of entity values. For example, “Order ID” as a synonym for “Order number”.</p>
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr"><strong class="ph b">To add synonyms to entity values</strong></p>
<ol class="ol" id="topic_b1j_2v2_yfc__ol_cjj_mv2_yfc">
<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_b1j_2v2_yfc__d8e1533" 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 edit.</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_b1j_2v2_yfc__image_dg5_bx2_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) for a value name, then click <strong class="ph b">Edit
synonyms</strong>.<p class="p"><img class="image img-screenshot" id="topic_b1j_2v2_yfc__image_u3s_sx2_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_entity_settings_edit.png" width="600"></p>
</li>
<li class="li">Enter synonyms for the value, then click <strong class="ph b">Save</strong>.<p class="p">You can add up to 30
synonyms.</p>
<p class="p"><img class="image img-screenshot" id="topic_b1j_2v2_yfc__image_gfs_vx2_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_entity_values_syonyms.png" width="600"></p>
<p class="p">The synonyms are added
and appear under the value name in the list.</p>
<p class="p"><img class="image img-screenshot" id="topic_b1j_2v2_yfc__image_wxf_zx2_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_entity_synonyms_values_saved.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">The synonyms you added are classified on new
tickets.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ath_zkt_zbc">
<h2 class="title topictitle2" id="ariaid-title3">Editing entity ticket field update behavior and highlighting</h2>
<div class="body">
<p class="p">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.</p>
<p class="p"><strong class="ph b">To edit an entity</strong></p>
<div class="p">
<ol class="ol" id="topic_ath_zkt_zbc__ol_dg2_hst_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_ath_zkt_zbc__d8e1533" 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 an entity, then click <strong class="ph b">Manage settings</strong>.</li>
<li class="li">Under <strong class="ph b">Update ticket field with detected values</strong>, update the behavior
of the ticket field associated with the entity custom field by selecting one
of the following options: <ul class="ul" id="topic_ath_zkt_zbc__ol_tk1_nst_zbc">
<li class="li">Don’t update ticket fields</li>
<li class="li">Values in first message only</li>
<li class="li">Values in subsequent messages only</li>
<li class="li">Values in all messages</li>
</ul>
</li>
<li class="li">(Drop-down only) If you selected any option <em class="ph i">except</em>
<strong class="ph b">Don’t update ticket fields</strong>, select <strong class="ph b">Replace existing ticket field
value</strong> 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. </li>
<li class="li">Under <strong class="ph b">Agent tools</strong>, select or deselect <strong class="ph b">Highlight entity values in
all messages</strong>. When this option is selected, agents can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9470696109338" target="_blank">take action on highlighted
entities</a>.</li>
<li class="li"> Under <strong class="ph b">Detection settings</strong>, select or deselect <strong class="ph b">Detect misspelled
values</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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