Detecting unique information in tickets with entities

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<p id="docs-ai-summary-content">Entity detection helps you identify key information in tickets, like product names, by highlighting them for quick action. This feature enhances automated workflows and reporting, allowing you to better prioritize and route tickets. You can create entities using custom fields, add synonyms, and configure detection settings, including misspelling detection, to improve accuracy in identifying important details within customer interactions.</p>
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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">With entity detection, your agents can identify and act on important information more
quickly and easily. You can also improve automated workflows and reports by using the
detected information to better deflect, route, and prioritize tickets.</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_fb1_xkt_zbc">About entity detection</a></li>
<li class="li"><a class="xref" href="#topic_qv4_xkt_zbc">Creating and configuring an
entity</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/9470811609370" target="_blank">Editing and managing entities</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9678056232858#topic_p4h_1lt_zbc" target="_blank">Turning off or deleting an entity</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9470696109338" target="_blank">Working with detected entities in
tickets</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fb1_xkt_zbc">
<h2 class="title topictitle2" id="ariaid-title2">About entity detection</h2>
<div class="body">
<p class="p">An entity is a piece of information that is meaningful for your business, such as a
product name. To detect this important information in each of your tickets, define
entities by:</p>
<ul class="ul" id="topic_fb1_xkt_zbc__ul_k1c_z3p_qdc">
<li class="li">
<strong class="ph b">Creating an entity</strong> to represent the piece of information you care
about.</li>
<li class="li">
<strong class="ph b">Associating the entity with an existing custom field</strong> 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.</li>
<li class="li">
<strong class="ph b">Adding synonyms</strong> to entity values so that intelligent triage can detect
more variations.</li>
</ul>
<p class="p">When entities are detected, their values are highlighted in blue within tickets,
making it easier for agents to scan for important information.</p>
<p class="p"><img class="image img-screenshot" id="topic_fb1_xkt_zbc__image_ads_mvt_zbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_entity_detection_highlighted_value.png" width="550"></p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_wcj_djp_qdc">
<h3 class="title topictitle3" id="ariaid-title3">Technical information about entity detection</h3>
<div class="body">
<p class="p">Entity detection 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
detection works best in languages that use spaces to separate words.</p>
<p class="p">For an entity to be detected, the ticket’s language must match the language in
which the entity was created. For instance, an entity created in English will
not be detected in Spanish tickets.</p>
<p class="p">Entity detection works on all channels supported by intelligent triage. It can't
be turned on or off for only certain channels. Detection works on ticket
subjects and public comments, and only public comments have highlighted entity
values. Internal notes aren't detected, but entity values there are still
highlighted.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_qv4_xkt_zbc">
<h2 class="title topictitle2" id="ariaid-title4">Creating and configuring an entity</h2>
<div class="body">
<p class="p">Admins can create an entity in Admin Center using existing custom ticket fields. </p>
<p class="p"><strong class="ph b">To create and configure an entity</strong></p>
<ol class="ol" id="topic_qv4_xkt_zbc__ol_dxc_cmt_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_qv4_xkt_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 <strong class="ph b">Add entity</strong>. </li>
<li class="li">Under <strong class="ph b">Select field type</strong>, click either <strong class="ph b">Drop-down</strong>,
<strong class="ph b">Multi-select</strong>, or <strong class="ph b">Regex</strong>.<p class="p"><img class="image img-screenshot" id="topic_qv4_xkt_zbc__image_wyb_gt1_5gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_triage_entity_create_updated.png" width="500"></p>
</li>
<li class="li">Under <strong class="ph b">Select custom field</strong>, select a custom field.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794#topic_ubz_ynk_xj" target="_blank">Creating custom ticket fields</a> if
you need to create a new field.</p>
</li>
<li class="li">
<strong class="ph b">Detect entity</strong> is selected by default. Deselect this checkbox if you don't
want to detect and highlight this entity in tickets yet.</li>
<li class="li">Click <strong class="ph b">Create entity</strong>.<div class="p">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:<ul class="ul" id="topic_qv4_xkt_zbc__ul_b4n_j51_5gc">
<li class="li">If you created an entity associated with a drop-down or multi-select
custom field, the page displays the entity's values.<p class="p"><img class="image img-screenshot" id="topic_qv4_xkt_zbc__image_rhq_g51_5gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_triage_entity_settings_updated.png" width="500"></p>
<p class="p">From this tab, you can
optionally <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9470811609370" target="_blank">add synonyms</a> to the
field values. </p>
</li>
<li class="li">If you created an entity associated with a regex custom field, then
the regular expression (regex) appears under Validation.<p class="p">You can
enter text in the <strong class="ph b">Test detection</strong> field in the right panel
to check if the entity will be detected.</p>
<p class="p"><img class="image img-screenshot" id="topic_qv4_xkt_zbc__image_lxw_h1h_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_entity_regex_test.png" width="250"></p>
</li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Manage settings</strong>.</li>
<li class="li">Set the <strong class="ph b">Extraction rules</strong>. Under <strong class="ph b">Update ticket field with detected
values</strong>, configure the behavior of the ticket field associated with the
entity by selecting one of the following options:<ul class="ul" id="topic_qv4_xkt_zbc__ul_cfd_rv1_5gc">
<li class="li">
<strong class="ph b">Don’t update ticket fields</strong>: The ticket field is not automatically
populated with any value. An agent must manually populate it by clicking
update.</li>
<li class="li">
<strong class="ph b">Values in first message only</strong>: 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. </li>
<li class="li">
<strong class="ph b">Values in subsequent messages only</strong>: The ticket field is initially
populated and subsequently updated with the value detected in any ticket
comment or message except for the first one. </li>
<li class="li">
<strong class="ph b">Values in all interactions</strong>: 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.</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Agent tools</strong>, select <strong class="ph b">Highlight entity values in all messages</strong>
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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9470696109338" target="_blank">take action on highlighted
entities</a>.<p class="p">Note that light agents can't view highlighted entity
values.</p>
</li>
<li class="li">Under <strong class="ph b">Detection settings</strong>, select <strong class="ph b">Detect misspelled values</strong> if you
want to allow the system to find misspelled entity values.<p class="p"><img class="image img-screenshot" id="topic_qv4_xkt_zbc__image_s1z_nw1_5gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_triage_entity_settings_updated_2.png" width="500"></p>
<p class="p">This setting is available for entities associated with drop-down
and multi-select fields.</p>
<p class="p">Misspelling detection:</p>
<ul class="ul" id="topic_qv4_xkt_zbc__ul_mb3_tvt_tgc">
<li class="li">Only works if the first letter matches the entity value.</li>
<li class="li">Doesn't work on patterns shorter than six letters.</li>
<li class="li">Allows up to two errors per word, including added, missing, misplaced,
or replaced letters.</li>
<li class="li">Might not work well in languages where a single character change results
in a different meaning.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">The entity is created. When the entity is detected in
tickets, the associated custom ticket field is populated or updated
depending on how you've configured the ticket field behavior.</p>
</li>
</ol>
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