The entity detection feature 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 intelligent triage in that it allows you to automate workflows based on information automatically detected within customer requests.
The way it works
When you create an entity custom field, the system adds that field to your tickets. The field is populated via ticket updates based on the entity value detected in the ticket.
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.
For more information see
- Product documentation: Automatically detecting unique information in tickets (EAP)
- Announcement: Announcing an early access program for entity detection
Want to sign up or for the EAP?
You can sign up for the EAP here: Zendesk AI Early Access Programs
We would love your feedback!
This is an Early Access Program and we expect that there may be some bugs in the system. We'd appreciate any feedback and reproduction steps if you run into unexpected issues.
Please use our community topic to leave your feedback.
We are looking forward to it!
