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Add-on Copilot

As part of the Copilot add-on, entities allow you to define and automatically 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. For more information, see About entity detection.

To help you get the most out of Zendesk's AI Copilot features, this article provides an overview on how admins can get started with adding entities.

This article contains the following sections:

  • Step 1: Create a custom field
  • Step 2: Associate values with the custom field
  • Step 3: Create workflows based on entities

Related articles

  • About Advanced AI
  • Automatically detecting unique information in tickets (EAP)

Step 1: Create a custom field

The custom field you create represents the piece of information (entity) you care about. For example, you might create an entity called Product Line and assign values to it.

Admins can create an entity custom field in Admin Center. When you create an entity custom field, you must configure the values that correspond to the field.

To create and configure an entity custom field

  1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
  2. Click Add entity.
  3. Enter a descriptive Name for the entity, then click Next.
  4. Under Select field type, select Drop-down.
  5. Click Create.

Step 2: Associate values with the custom field

The values you associate with a custom field represent details about the entity.

For example, if your entity custom field is Product Line, the values might be Camera Model A, Camera Model B, and so on.

To associate values with the entity custom field

  1. In Admin Center, click AI in the sidebar, then select Intelligent triage > Entity.
  2. Click the options menu icon () next to the entity custom field you created and select Settings.
  3. Click the Values tab.
  4. Manually Add new individual values or Upload a CSV file of all values.
  5. Click Save.

When the entity custom field is assigned a value in the ticket, a tag indicating the entiry and value is automatically added to the ticket to help you build triggers, automations, and reporting.

Step 3: Create workflows based on entities

You can use ticket triggers and other business rules to configure how the ticket field associated with the entity custom field is updated based on ticket comments or messages.

To create a trigger based on entities

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. On the Triggers page, click the Ticket tab, then click Create trigger.
  3. Enter a Name, Description, and Category for your trigger. See Creating ticket triggers for details.
  4. In trigger Conditions, add the entity you want to use as part of the trigger condition.

    You can use the ticket tag created from the entity name and value to specify a condition. The tag structure for entity-related tags is entity_<entity field name>_<value>.

    For example:

    Ticket > Tags | Contains at least one of... | entity_Product_Line_Camera_Model_A

  5. In trigger Actions, add the actions you want to perform when the condition applies.

    For example:

    Ticket > Group | Product Team A

    For more information on trigger conditions and actions, see Ticket trigger conditions and actions reference and Zendesk chat and messaging triggers conditions and actions reference.

  6. Click Create trigger.
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