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Multiple entities in a single ticket?

  • March 24, 2025
  • 2 replies
  • 0 views
P

Hi Everyone,

 

Have just gotten our hands dirty with the Entity Detection EAP - I am highly impressed by this so far, and I'm getting exactly what I need out of it. Thank you!

 

One challenge I am facing though, and I wondered if anybody has any thoughts on this. We work in the telecoms industry, specifically with Cellular Telephony and Connectivity. When we are supporting our customers on an issue, we need the Cellular SIM ICCID number in order to support them with what they need. I've been able to use the new Regex function to accurately identify an ICCID and extract this in to a field, which is brilliant news.

 

However, I have one challenge. I would say on around 50-60% of our tickets, a customer is communicating with us about more than one ICCID at a time. For example, they may wish to cancel a bunch of SIMs and provide us with 30 of these on a single ticket.

 

Is there a way of handling this with entity detection? Because, unfortunately, I only seem to be able to pull a single value out of a ticket, rather than all of them.

 

Any help very graciously received :)

 

Paul.

    2 replies

    David96
    • David96
    • March 31, 2025

    Hi @paul50 , I'm happy to confirm we now support multi-select fields for multiple values across one comment or several comments. Please check all the details here: https://support.zendesk.com/hc/en-us/articles/6711181959194-Automatically-detecting-unique-information-in-tickets

    We now also support Regex, but those only support 1 pattern matching per ticket (you can keep the first detected pattern or replace it with more recent matching patterns along the ticket lifecycle).

    Thank you!

    P
    • Paul50
    • Author
    • March 31, 2025

    Hi David,

     

    Thanks very much for the answer. Unfortunately, multi-select fields here are not going to help us here - we are using Regex to identify SIM Card ICCID numbers. These are unique to each connection, and we have well over half a million possible ICCIDs. So we're really reliant on Regex to identify.

     

    Are there any plans to expand the Regex capability to identify multiple values? I'd literally just want them in a ‘long text’ box, with one on each row. This would HUGELY increase the value of this function for my team. At the moment, Regex only being able to identify 1 value per ticket is not very helpful for us, and not letting us get the most out of this exciting set of capabilities.

     

    Thanks

     

    Paul.

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