| Announced on | Rollout starts | Rollout ends |
| April 17, 2024 | April 22, 2024 | July 12, 2024 |
We’re excited to announce an early access program (EAP) for entity detection.
This announcement answers the following questions:
What’s changing and why?
During this EAP, you will be able to create dropdown custom fields and populate them with entity values that will be detected in tickets on all channels supported by intelligent triage. You will be able to invoke these fields and values in Zendesk business rules such as triggers, automations, and routing to build more detailed and effective business rules.
Additionally, admins will be able to define whether entity values should be highlighted in tickets. Highlighting of entities helps agents quickly spot important information in tickets as well as easily populate associated custom fields with the entity value or simply copy the value.
For more information, see Automatically detecting unique information in tickets (EAP).
How will this affect me?
To join this EAP, you must meet the following criteria:
- Fill in the EAP form and select Entity detection from the list of available options
After you sign up for the EAP, there is nothing more to do. After April 22, 2024, customers who signed up will be enabled weekly, and a Zendesk representative will reach out to inform you when your account is enabled. This will give you access to add entity custom fields in the Intelligent triage settings page in Admin Center.
What do I need to do?
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.