Classifying unique information in tickets with entities

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 — and enriches tickets with actionable details.


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Summary: ◀▼
Entity classification automatically pulls useful details like product names, order numbers, or locations from tickets and messaging conversations, then adds them to custom fields so you can route, prioritize, and update tickets with better context. You can create entities from drop-down, multi-select, or regex fields, add synonyms, highlight matched values for agents, and detect misspellings for better triage.





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 — and enriches tickets with actionable
details.
You can use this information to give agents helpful context about each request.
Additionally, you can improve your workflows by incorporating classified entity values
to more precisely update ticket fields, route, and prioritize tickets.
This article describes how admins can create and configure entities.
This article contains the following topics:

About entity classification
Creating and configuring an
entity

Related articles:

Editing entity synonyms and classification
settings
Turning off or deleting an entity
Working with classified entities in
tickets



About entity classification

An entity is a piece of information that is meaningful for your business, such as a
product name. To classify this important information in each of your tickets, define
entities by:


Creating an entity to represent the piece of information you care
about.

Associating the entity with an existing custom field to represent its
details. For instance, add 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.

Adding synonyms to entity values so that intelligent triage can classify
more variations.

When entities are classified, their values are highlighted in blue within tickets,
making it easier for agents to scan for important information.



Technical information about entity classification

Entity classification works by identifying individual words separated by spaces.
For example, the entity value “Mondo” will be recognized in “Mondo Phone3” but
not in “MondoPhone3", where words are combined without spaces. As a result,
entity classification works best in languages that use spaces to separate
words.
For an entity to be classified, the ticket’s language must match the language in
which the entity was created. For instance, an entity created in English will
not be classified in Spanish tickets.
Entity classification works on all channels supported by intelligent triage. It
can't be turned on or off for only certain channels. Classification works on
ticket subjects and public comments, and only public comments have highlighted
entity values. Internal notes aren't classified, but entity values there are
still highlighted.




Creating and configuring an entity

Admins can create an entity in Admin Center using existing custom ticket fields.
To create and configure an entity

In Admin Center, click
AI in the sidebar, then select Intelligent triage > Entity.
Click Add entity.
Under Select field type, click either Drop-down,
Multi-select, or Regex.

Under Select custom field, select a custom field. See Creating custom ticket fields if
you need to create a new field.


Detect entity is selected by default. Deselect this checkbox if you don't
want to detect and highlight this entity in tickets yet.
Click Create entity. The entity's settings page opens. The options on
the page will differ depending on which type of custom field your entity is
associated with:
If you created an entity associated with a drop-down or multi-select
custom field, the page displays the entity's values.
From this tab, you can
optionally add synonyms to the
field values.

If you created an entity associated with a regex custom field, then
the regular expression (regex) appears under Validation. You can
enter text in the Test detection field in the right panel
to check if the entity will be classified.





Click Manage settings.
Set the Extraction rules. Under Update ticket field with detected
values, configure the behavior of the ticket field associated with the
entity by selecting one of the following options:

Don’t update ticket fields: The ticket field is not automatically
populated with any value. An agent must manually populate it by clicking
update.

Values in first message only: The ticket field is populated with
the value detected in the ticket’s subject, first comment, or a
conversation’s first message. Subsequent comments or messages do not
automatically update the ticket field value.

Values in subsequent messages only: The ticket field is initially
populated and subsequently updated with the value detected in any ticket
comment or message except for the first one.

Values in all interactions: The ticket field is initially
populated and subsequently updated with the value detected in any ticket
comment or message. This option is set by default when you first create
the entity.


Under Agent tools, select Highlight entity values in all messages
if you want entities to be highlighted in blue in tickets and messaging
conversations. When this option is selected, agents will also be able to take action on highlighted
entities. Note that light agents can't view highlighted entity
values.

Under Detection settings, select Detect misspelled values if you
want to allow the system to find misspelled entity values.
This setting is available for entities associated with drop-down
and multi-select fields.
Misspelling classification:

Only works if the first letter matches the entity value.
Doesn't work on patterns shorter than six letters.
Allows up to two errors per word, including added, missing, misplaced,
or replaced letters.
Might not work well in languages where a single character change results
in a different meaning.


Click Save. The entity is created. When the entity is classified in
tickets, the associated custom ticket field is populated or updated
depending on how you've configured the ticket field behavior.
For examples of how to use entity classifications in your workflows, such as
auto-populating ticket fields and routing tickets based on classified entities, see
Intelligent triage use cases and
workflows.




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