Summary: ◀▼
You can view, copy, or update classified entities like product names or order numbers in tickets to keep information accurate. Highlighted entities indicate whether the associated custom field is populated, allowing you to quickly update fields or copy values. This helps you manage key ticket details and customer information effectively during support interactions.
Entity classification, part of intelligent triage, automatically captures specific pieces of information from incoming tickets and messaging conversations — such as product names, order numbers, or location details.
Depending on how your admin has configured your account, classified information might be highlighted, making it easier to reference, verify, or make changes to entities. Sometimes, you may need to view or edit these classified entities to ensure ticket accuracy or update customer information.
In this article, you’ll learn how to find, copy, or update classified entities in Zendesk tickets.
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You 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.
To take an action on a highlighted entity
- In Agent Workspace, open a ticket or messaging conversation.
- Click a highlighted entity value.
- If the highlighted value is completely shaded in blue, it means the associated
entity custom field on the ticket has already been populated with that value.
Click Copy to copy the value to the clipboard.
- If the highlighted value is only outlined in blue (not shaded), it means the
value hasn’t yet populated the entity custom field. Select from the following
options:
- Click Update to update the value of the associated custom field with the highlighted value.
- Click Copy to copy the highlighted value to the clipboard.