Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]:
To leverage the Entity functionality of the Zendesk CoPilot add-on effectively and generate real business value, we require the ability to scope Entities to specific ticket forms. Ideally, Entities should also be configurable per brand.
In our current setup, Entities are relevant for certain ticket forms but not for others. Since Entities currently apply globally across the entire Zendesk instance, they create confusion in ticket forms where they are not applicable. As a result, agents experience friction and have developed strong resistance toward using the Entity functionality.
This primarily impacts agents and administrators, and indirectly affects customers due to inconsistencies in data capture and automation.
What problem do you see this solving?
Being able to scope Entities to specific ticket forms (and ideally brands) would significantly improve usability and agent acceptance. It would enable us to automatically extract relevant structured information without introducing confusion in unrelated workflows.
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?
This limitation affects us continuously, as we are currently unable to activate Entities productively in our environment.
Because Entities cannot be restricted to relevant ticket forms, we are forced to choose between a poor user experience (due to irrelevant entity prompts) and a lower degree of automation (by not enabling Entities at all). This directly impacts efficiency, agent satisfaction, and our ability to standardize and scale structured data capture.
Background: We support a wide range of different software product families in a central Zendesk brand. Each product family is represented within its own ticket form. These are different product families, but they have similar products and modules.
Unfortunately, an entity that makes sense for product A (= ticket form A) not only fails to produce good results for products B, C, D, etc., but also leads to incorrect classification.
Are you currently using a workaround to solve this problem?
At present, agents must manually enter structured information into custom fields. This process is time-consuming, prone to human error, and reduces the overall automation potential of Zendesk CoPilot.
What would be your ideal solution to this problem? How would it work or function?
Entities should be configurable at the ticket form level, and ideally at the brand level.
The current implementation, whereby an entity applies to an entire Zendesk instance, is not effective if you support many similar products with similar custom tickets in a Zendesk brand.
