Announcing entity reporting in the intelligent triage dashboard

Announced on | Rollout starts | Rollout ends
February 05, 2026 | February 05, 2026 | February 09, 2026

Understanding ticket trends is key to optimizing operations. That’s why, today, we’re excited to announce the addition of entity insights in the Intelligent Triage dashboard. With this release, you now have full visibility into what intelligent triage is identifying across tickets — completing the suite of AI detection reporting.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

With the new entity report, you can now access entity reporting directly within the Intelligent Triage dashboard in Analytics. This out-of-the-box analytics view allows you to:

Instantly see what types of information (entities) are being extracted from your support tickets.

Track trends and patterns in entity detection over time.

Identify new opportunities to improve workflows or address information gaps.

Just like with intent, sentiment, and language reporting, entity insights make it simple to measure impact and take informed action without additional set up.

Why is Zendesk making this change?

You've told us you want clear visibility into what AI is detecting in your tickets so that you can make more informed decisions. The new Entity tab delivers exactly that: a ready-made, visual dashboard that turns Intelligent Triage’s extractions into actionable insights. It’s the final piece of the detection reporting puzzle, bringing together every AI signal in one place and helping teams drive efficiency through data-driven automation and optimization.

What do I need to do?

This new experience will be progressively rolled out between February 05, 2026 and February 09, 2026 to all Zendesk customers with the Copilot add-on, no action is required. To learn more about the Entity dashboard, see Analyzing your intelligent triage activity.

If you’re interested in using the Zendesk Copilot add-on, see Buying the Copilot AI add-on or contact your Zendesk account representative.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.