Detect Unique Info in Tickets - Frequently asked questions
Frequently asked questions
What is entity detection in Zendesk and how does it work?
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….
How can I create an entity custom field in Zendesk?
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,…
How do I configure values for an entity custom field in Zendesk?
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…
Can I turn off or delete an entity custom field in Zendesk?
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…
What actions can agents take on highlighted entities in Zendesk tickets?
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…
How does entity detection differ from intelligent triage in Zendesk?
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…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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