Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue:
In order for us to use Entity from the Zendesk CoPilot add-on effectively and for the Entity functionality to provide real added value for us, we would like the content of the agent signature to be ignored during entity detection.
The agent signature contains information about which support unit a colleague belongs to, such as “Global <Product A> Support” or “EMEA <Product B> Support” or the public eMail for support group.
However, <Product A> and <Product B> are values that should be recognized from the customer's ticket content via entity detection and should not be taken from the content of the agent signature.
As can be seen in the following screenshots, Entity Detection in the ticket uses content from the agent's signature.
What problem do you see this solving?
Entity detection does not work as intended when using the “Values in all interactions” option because content from the agent's signature is included.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
Since we cannot activate entities with the current state of implementation, we are constantly confronted with this limitation.
As already mentioned, this leads either to a poor user experience or to a low degree of automation.
Are you currently using a workaround to solve this problem?
We are currently unaware of any workaround.
What would be your ideal solution to this problem? How would it work or function?
The ideal solution is for content from the agent signature to be automatically excluded from entity detection.
Alternatively, it should be possible to configure whether content from the agent signature should really be included.
