Agents can take specific actions on highlighted entities in Zendesk tickets to streamline ticket management. Highlighted entities appear in blue, making them easy to identify.
When an entity is highlighted, agents can click on it to either update the associated custom field with the highlighted value or copy the value to the clipboard. If the value is fully shaded in blue, it means the custom field is already populated, and the only available action is to copy. If it's only outlined, agents can choose to update or copy the value, providing flexibility in handling ticket information.
Entity detection in Zendesk is a feature that identifies and extracts unique information from tickets and messaging conversations. This information can then be used to populate custom ticket fields, automate workflows, and generate reports….
Creating an entity custom field in Zendesk is a straightforward process that can be done through the Admin Center. This allows you to define specific pieces of information that are important for your business. To create an entity custom field,…
Configuring values for an entity custom field in Zendesk involves specifying the exact pieces of information you want to detect in tickets. This is essential for tailoring the entity detection to your business needs. After creating an entity custom…
Yes, you can either turn off or delete an entity custom field in Zendesk if you no longer need it. This gives you control over the information being detected in tickets. To turn off an entity custom field, go to Admin Center, click 'Objects and…
Entity detection and intelligent triage are both AI-powered features in Zendesk designed to automate workflows, but they operate differently. Understanding these differences can help you leverage them effectively. Intelligent triage uses…