Announcing new field types for entity detection EAP

Announced on | Rollout on
March 19, 2025 | March 19, 2025

We’re excited to announce improvements to our early access program (EAP) for entity detection.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Previously, entity detection supported only drop-down custom fields.

Entity detection now supports the following field types:

Regex: Ability to detect text present in ticket subjects and comments via regular expression.

Multi-select: Ability to detect multiple values per field in ticket subjects and comments

Additionally, entity detection can now also detect misspelled values in drop-down and multi-select fields.

Why is Zendesk making this change?

We’ve heard your feedback and we’re making this change to improve entity detection with more extraction types and additional settings.

What do I need to do?

If you’re already enrolled in the entity detection EAP, you can add the new field types and activate the detection of misspelled values for existing or new fields. See Automatically detecting unique information in tickets (EAP) to learn more.

If you're not yet enrolled in the entity detection EAP, you can sign up here and we will grant you access in a few days.