Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Entities pull specific values out of the ticket text: an order number, a product, a location. Fields you did not have to ask for.
Entities themselves need no add-on. They come with Suite and Support Professional and above. Building a workflow that acts on an extracted value needs the Copilot add-on.
What they are
A topic says the ticket is about a delivery. An entity says which order. One is the category, the other is the detail, and the detail is what makes routing and automation specific.
An entity is built on a field
Check this before you plan one, because it shapes what is possible. In Admin Center, under AI, then Intelligent triage, then Entity, you click Add entity and pick a field type: Drop-down, Multi-select or Regex.
So an entity is not free-form extraction. A closed list of products is a drop-down; an order number that follows a pattern is a regex. Choosing wrong here is what you unpick later.
What they are worth
- Routing on the actual product, not the general subject.
- Filling a field the customer mentioned in prose but did not enter on a form.
- Reporting by product or location, from unstructured text.
- Fewer questions, because the agent already has the reference.
Where they help most
Email. A form can ask for an order number; an email says "about my order from last Tuesday, number 4471" in the middle of a paragraph. Entities extract that without anybody retyping it.
Synonyms are the work
Customers use their own words for your products: an abbreviation, an old name, a misspelling, the colour rather than the model. Each of those needs to be recognised, and that list comes from real tickets rather than from your catalogue.
You get 30 synonyms per entity value. That is plenty for a product name and tight for something people describe many ways, so check the ceiling before you promise to catch every variant.
Treat them as likely, not certain
An extracted value is a good guess. Use it to route and to prefill, and have the agent confirm it before anything irreversible happens on the strength of it.
Start with one
The value your agents look up most often. Get its synonyms right, see the effect, then add a second.
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