Editing and managing entities

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Learn how to manage entity detection to enhance ticket processing. Add
synonyms to entity values for better detection of variations, ensuring
key information is captured. Customize how ticket fields update based
on detected values and choose whether to highlight these in messages.
Adjust settings to detect misspelled values, helping agents identify
and act on crucial details in customer interactions.
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<p class="p">Customer requests often contain specific pieces of information that your agents need to
identify and act on in order to solve requests. Entity detection, which is part of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent triage</a>, helps you define and detect this
information in tickets and messaging conversations so your tickets are automatically
updated with actionable details.</p>
<p class="p">You can add synonyms to entity values to help detect different variations of entity
values. You can also manage and edit entities to ensure that entity detection works
accurately in your environment.</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">Detecting unique information in tickets with
entities</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9678056232858" target="_blank">Turning off intent, sentiment, language, or
entity detection</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 detect 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__d8e1409" 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 10
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 detected on new
tickets.</p>
</li>
</ol>
</div>
</div>
<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__d8e1409" 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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