Announcing synonyms for entity detection

Announced on | Rollout on
July 10, 2025 | July 10, 2025

We’re excited to announce the support for synonyms in our entity detection feature, a part of intelligent triage. This allows you to specify variants that are used to refer to the same entity value, rather than having to add all those variants as different entity values.

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 only supported the detection of entity values. With this release, admins can now define synonyms for each entity value.

This simplifies setup and enhances the accuracy of entity detection, which gives admins greater confidence to build reliable, entity-based workflows.

To use synonyms, access one of your existing entities, click one of the values, and add synonyms to it. This way, every time a synonym is mentioned in a ticket, we will consider it as a representation of the corresponding entity value.

Why is Zendesk making this change?

We’re making this change to improve entity detection by adding support for synonyms, leading to more accurate results.

What do I need to do?

This functionality is available for all accounts that are using entity detection, or accounts that have access to Copilot add-on. See Automatically detecting unique information in tickets.