Problem

Why can't I see Intelligent Triage under AI in the sidebar?

Solution

Intelligent Triage is part of Zendesk Advanced AI and requires the paid Copilot add-on and a Suite Professional or Enterprise plan. To resolve this, follow these steps:

Ask your account owner to check if your account includes the Copilot add-on and a Suite Professional or Enterprise plan. See Zendesk plans and prices. Otherwise, the Intelligent Triage page appears blank, even for admins.

Consider an upgrade to your plan or start a 30-day trial

If you recently requested the add-on, there may be a delay. Contact Zendesk customer support to confirm.