Automatically detecting unique information in tickets

What's my plan?

Add-on

Copilot

The entity detection feature, which is part of intelligent triage, allows you to define and detect unique information in tickets and messaging conversations. You can then use that information to populate associated custom ticket fields and power automated workflows and reports.

Entity detection is similar to other intelligent triage predictions in that it allows you to automate workflows based on information automatically detected within customer requests.

This article contains the following topics:

• About entity detection
• Creating and configuring a custom field to represent an entity
• Configuring ticket field update behavior and entity highlighting
• Turning off or deleting a custom field associated with an entity
• Taking action on a highlighted entity in a ticket or messaging conversation

Related articles:

• Automatically detecting customer intent, language, and sentiment
• Reporting with custom fields

About entity detection

Customer requests often contain specific pieces of information that your agents need to identify and act on in order to solve the request. Entity detection makes this process faster and easier by automatically identifying this critical information and making it available in automated workflows and reporting.

An entity is a piece of information that is meaningful for your business, such as a product name. To detect an entity, you:

• Create a custom field to represent the piece of information (entity) you care about. For example, you might create a custom field called Product Line.
• Associate values with that custom field to represent details about the entity. For example, you might associate the Product Line custom field with the values Camera Model A, Camera Model B, and so on.

The custom field and its associated values can then be used in routing, automations, and reports to optimize your workflows.

Additionally, entity values are highlighted in blue in tickets, making it easier for agents to scan the ticket for important information.

Technical information about entity detection

When you create a custom field to represent an entity, the system adds that custom field to any tickets where a matching value has been detected. You must add the custom field that represents the entity to your ticket forms if you want agents to be able to view the field.

When tickets are created or updated, the custom field may be populated based on the entity value detected in the ticket, depending on how you've configured the ticket field behavior.

When the field is populated, a tag is also automatically added to the ticket to help you build triggers, automations, and reporting. These tags reflect the entity values you configure and are structured as entity_<entity custom field name>_<entity value>.

Also, note that an entity’s value can change over the course of a ticket’s lifecycle. For example, a ticket that starts out about one topic might evolve into another. Because of this, you can configure whether and how the custom field is automatically updated throughout the ticket’s lifecycle.

When configured, entity detection can detect entity values even when there are misspellings, including switched or missing letters. Detection of misspelled values:

• Works only when the first letter is the same as the entity value.
• Doesn’t work on patterns shorter than 6 letters.
• Allows for up to two errors in a word, including added, missing, misplaced, or replaced letters.
• Might not work in languages without spaces, or where a single character change results in a completely different meaning.

Entity detection works on all channels supported by intelligent triage. It’s not possible to turn entity detection on or off for only a subset of channels. Additionally, entity detection works on ticket subjects, public comments, and internal notes. Highlighting works only on public comments and internal notes.

Understanding AI-powered prediction

Entity detection is part of intelligent triage, an AI-powered feature that makes predictions to help you automate your workflows. However, entity detection accomplishes this goal in slightly different ways than other intelligent triage predictions. Intelligent triage predictions can be broken down into two types:

• Classifiers: Prebuilt by Zendesk and used in intelligent triage. Classify tickets into specific intent, language, and sentiment taxonomies based on our machine learning models.
• Extractors: Created by you and used in entity detection. Detect and extract specific information based on your configuration.

You can see and manage all predictions in Admin Center.

Creating and configuring a custom field to represent an entity

Admins can create a custom field to represent an entity in Admin Center. When you create a custom field, you must configure its corresponding values. For example, if you create a custom field to represent an entity called Product line, the values might be Camera Model A, Camera Model B, and so on.

The steps will differ depending on which type of field you create.

To create and configure a custom field to represent an entity (drop-down and multi-select)

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
2. Click Add entity.
3. In the Name field, enter a descriptive name and click Next.
4. Under Select field type, select either Drop-down or Multi-select.
   Tip: To create a Regex field, see the steps below instead.

   

5. Click Create.
6. On the Values settings tab for the entity custom field, click Add new to manually add individual taxonomy values.

   You can also click Upload CSV to upload a CSV file of all values.

   • To add values manually:
     1. Click Add new.
     2. Enter the value that should be detected in tickets.
     3. Click the checkmark.
   • To upload a CSV file:
     1. Click Upload CSV.
     2. Click Choose a file or drag and drop here to select a CSV file, or drag and drop the CSV file into the field.
     3. Click Upload.
7. Click Save.

   Next, you'll configure ticket field update behavior and entity highlighting.

To create and configure a custom field to represent an entity (regex)

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
2. Click Add prediction.
3. In the Name field, enter a descriptive name and click Next.
4. Select Regex.
   Tip: To create a Drop-down or Multi-select field, see the steps above instead.

   

5. Click Create.
6. On the Entity matching rule page, enter the Regular expression (regex).

   These are the regular expressions that your entity uses to identify the relevant content in tickets. For example, "([1-9]|0[1-9]|[12][0-9]|3[01])\D([1-9]|0[1-9]|1[012])\D(19[0-9][0-9]|20[0-9][0-9])", which is a common regular expression for detecting dates.

   Note: Expressions should not start with ^ or end with $ delimiters. The presence of these delimiters is probably a sign that this regex was created for validating inputs, not for matching sub strings in longer text. Instead, consider using /b as a delimiter in case you need it.

   You can enter text in the Test detection field in the right panel to check if the entity will be detected.

   

7. Under Update ticket field with detected values, configure the behavior of the ticket field associated with the entity custom field by selecting one of the following options:
   • Don’t update ticket fields: The ticket field is not automatically populated with any value. An agent must manually populate it by clicking Update.
   • Values in first message only: The ticket field is populated with the value detected in the ticket’s first comment or conversation’s first message. Subsequent comments or messages do not automatically update the ticket field value.
   • Values in subsequent messages only: The ticket field is initially populated and subsequently updated with the value detected in any ticket comment or message except for the first one.
   • Values in all messages: The ticket field is initially populated and subsequently updated with the value detected in any ticket comment or message.
8. (Optional) Under Agent tools, select Highlight entity values in all messages 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 take action on highlighted entities.

9. Click Save.

Configuring ticket field update behavior and entity highlighting

You can configure how the custom ticket field associated with the entity is updated based on ticket comments or messages. You can also configure whether entity values are highlighted in tickets and messaging conversations.

To configure ticket field update behavior and entity highlighting (drop-down and multi-select)

If you just configured the values for a drop-down or multi-select entity, skip to step 3.

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
2. Click the entity custom field you created above.

   The General settings tab opens.

3. Under Update ticket field with detected values, configure the behavior of the ticket field associated with the entity custom field by selecting one of the following options:
   • Don’t update ticket fields: The ticket field is not automatically populated with any value. An agent must manually populate it by clicking Update.
   • Values in first message only: The ticket field is populated with the value detected in the ticket’s first comment or conversation’s first message. Subsequent comments or messages do not automatically update the ticket field value.
   • Values in subsequent messages only: The ticket field is initially populated and subsequently updated with the value detected in any ticket comment or message except for the first one.
   • Values in all messages: The ticket field is initially populated and subsequently updated with the value detected in any ticket comment or message.
4. (Drop-down only) If you selected any option except Don’t update ticket fields, select Replace existing ticket field value 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.
5. Under Agent tools, select Highlight entity values in all messages 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 take action on highlighted entities.
6. Under Detection settings, select Detect misspelled values if you want to allow the system to find misspelled entity values.
7. Click Save.

Turning off or deleting a custom field associated with an entity

If you no longer want an entity to be detected in tickets, you can delete the custom field associated with the entity. When you do this, entity-related highlighting is removed from all tickets, even tickets that were created while the entity was active.

If you don’t want to delete the custom field, but you don’t want it to be active for a while, you can turn it off instead. When you do this, all entity-related highlighting is removed from all tickets, just like when you delete a custom field.

To turn off entity detection for a custom field

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
2. Click the entity you want to turn off.
3. Under Update ticket fields with detected values select Don't update ticket fields.
4. Deselect Highlight entity values in all messages.
5. Click Save.

To delete a custom field associated with an entity

1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
2. Click the options menu icon () for the custom field associated with the entity you want to delete.
3. Select Delete.
4. Click Delete in the confirmation message.

Taking action on a highlighted entity in a ticket or messaging conversation

When the Highlight entity values in all messages option is selected, entities are highlighted in blue in tickets and messaging conversations. Agents can click a highlighted entity and quickly update the associated custom field with the highlighted value or else copy the value to the clipboard. This is applicable in most cases to values in drop-down fields.

When a highlighted value is completely shaded in blue, it means the associated entity custom field on the ticket has already been populated with that value. The only action available to the agent is Copy.

When a highlighted value is only outlined in blue (not shaded), it means the value hasn’t yet populated the entity custom field. The actions available to the agent are Update and Copy.

To take an action on a highlighted entity

1. In Agent Workspace, open a ticket or messaging conversation.
2. Click a highlighted entity value.
3. Select from the following options:
   1. Update: (Available only if the highlighted value hasn't already populated the entity custom field) Updates the value of the associated custom field with the highlighted value.
   2. Copy: Copies the highlighted value to the clipboard.