Announcing the suggested assignees open EAP for the Copilot add-on

Announced on | Rollout on
June 29, 2026 | June 24, 2026

We are excited to announce an open early access program (EAP) for a new in-ticket recommendation experience that helps agents identify the most suitable expert for ticket escalation and reassignment. This EAP is available exclusively for Zendesk Copilot customers.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

After you sign up for the EAP, your agents can access expert recommendations directly from the ticket interface when escalating or reassigning a ticket.

The feature includes:

A ranked list of recommended agents

Confidence levels for each recommendation

Supporting context, such as similar tickets previously handled to better know why this was recommended.

Agent status, including available, busy, or offline

The ability to reassign directly from the recommendation list

If there isn't enough data to generate suggested assignee recommendations, the UI shows that no matches are available and allows manual assignment.

Note: Omnichannel routing (OCR) and suggested assignees can be used together. While OCR is used for the initial routing of new and unassigned tickets, suggested assignees helps agents choose an assignee when they need to reassign a ticket or escalate a complex issue later in the workflow.

Why is Zendesk making this change?

Zendesk is making this change to reduce ticket handoffs caused by unclear ownership.

This feature gives agents data-driven recommendations directly within the ticket workflow so they can make better escalation decisions faster. As a result, tickets reach the right expert sooner, with fewer unnecessary reassignments, less delay, and a shorter time to resolution. For your customers, this means a smoother support experience and faster handling of complex issues.

What do I need to do?

If you're a Zendesk Copilot customer, you'll see the option to sign up for the open EAP in your account by July 2, 2026. For optimal suggested assignee recommendations, it's recommended that your account has more than 200 resolved tickets, although the feature can still work with fewer tickets.

To learn more and sign up for the EAP, see About suggested assignees (EAP).

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.