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 use the Entity functionality of the Zendesk CoPilot add-on effectively and generate measurable business value, we require the ability to deactivate/remove individual entity values that are automatically derived from Custom Fields (Drop-down or Multi-select types).
Not every selectable value in a custom field is suitable for entity detection. Some values are intentionally designed for manual selection by end users or agents (e.g., fallback or generic options) and should not be considered for automatic entity recognition.
This limitation primarily affects administrators and agents and indirectly impacts customers due to reduced automation accuracy and consistency.
What problem do you see this solving?
The ability to deactivate specific entity values would significantly increase the precision of entity detection and prevent incorrect or misleading automatic classifications. This would improve both automation quality and agent trust in the CoPilot functionality.
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 issue affects us continuously, as we cannot productively activate Entities in their current implementation state.
Certain generic or fallback values (e.g., “unknown” or “independent”) are detected disproportionately often, resulting in inaccurate classifications across tickets. Consequently, we are forced to either accept poor automation quality or disable Entities entirely, limiting efficiency and scalability.
Are you currently using a workaround to solve this problem?
Currently, agents must manually correct or define the relevant structured information in custom fields. This process is time-consuming, error-prone, and undermines the intended automation benefits of the Entity functionality.
What would be your ideal solution to this problem? How would it work or function?
Administrators should be able to deactivate individual entity values so that they are excluded from entity detection while remaining available in the underlying custom field.
Example:
If entity detection is used to automatically determine the relevant module or component, the entity may include a full list of modules (A–Z) as well as fallback values such as “unknown” or “independent.” These fallback values should remain selectable in the custom field but be excluded from automated entity detection.
Without this granularity, generic values are over-detected, leading to systematic misclassification across the Zendesk instance.
