Understanding Entity Detection in Zendesk
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.
Entities are pieces of information that are meaningful to your business, like a product name. You can create custom fields for these entities, which can be used in routing, automations, and reports to streamline your workflows. Entity values are highlighted in blue in tickets, making it easy for agents to spot important information and take action, such as updating the associated custom field or copying the value to the clipboard. For more details, check out theoriginal link.
More related questions
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 custom…
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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