Announcing the Knowledge copilot Early Access Program (EAP)

Announced on | Rollout starts | Rollout ends
May 26, 2026 | May 26, 2026 | June 2, 2026

Zendesk is thrilled to announce the early access program (EAP) for Knowledge copilot, an extension of admin copilot that provides a powerful new admin workspace designed to centralize knowledge management and continuously improve content quality. By turning recent ticket data into actionable insights and proactive recommendations, Knowledge copilot ensures your AI agents and human teams are always powered by accurate, trusted information.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Knowledge copilot builds on the foundation of admin copilot and extends it with new capabilities designed specifically for knowledge management:

Knowledge home — a new landing page

When you visit Knowledge admin, you’ll be met with a new landing page instead of starting from article lists. This new dedicated landing page is designed to provide visibility of your knowledge base health and gives you proactive recommendations on what to improve next.

The latest insights will surface how your knowledge base is performing in terms of:

Coverage - Are there any gaps in the knowledge base?

Freshness - Are articles up to date?

AI readability - Is your content easy for Zendesk AI to use?

On the new page, you’ll find proactive recommendations on how you might improve your knowledge base, beginning with suggestions to create or update articles based on ticket trends.

New knowledge-specific tools for conversational assistant

Conversational assistance used in admin copilot is made available on any page in Knowledge admin. In addition to all existing admin copilot conversational tools, Knowledge copilot adds the following new tools:

Article builder — Generate article drafts from ticket data or custom prompts.

Procedure builder — Generate auto assist procedures from tickets, help center articles or custom prompts.

Knowledge management assistance - Ask the conversational assistant to update article content, modify article settings like visibility and permissions, or manage placements in categories and sections.

Bulk translations

This EAP also includes bulk translations that lets you generate translations for multiple languages directly from the article side panel. Select up to 30 translations at once, review the AI-generated content, and accept or reject each translation before saving as a draft. See Creating bulk translations for a help center article using AI (EAP) to learn more.

Why is Zendesk making this change?

Knowledge quality directly impacts how well your AI agents and human teams can serve customers. Outdated, incomplete, or hard-to-find content leads to slower resolutions and inconsistent answers.

We're introducing Knowledge copilot to help knowledge managers shift from reactive maintenance to proactive improvement. By surfacing health metrics, recommending content updates based on support tickets, and enabling AI-assisted content creation, Knowledge copilot helps you:

Identify gaps before they impact customer experience

Keep articles fresh and aligned with current support needs

Build and scale your knowledge base with less manual effort

Ensure Zendesk AI and support teams are always powered by accurate, trusted information

With conversational assistance available on any page across Admin Center and Knowledge admin, you can receive guidance, generate content, and take action without leaving your workflow. Whether you're drafting a new article, building a procedure, or investigating an insight, AI assistance is always within reach.

What do I need to do?

Customers with Suite Professional and above plans can enroll into the Knowledge copilot EAP by selecting Turn on Knowledge copilot (Early Access Program) in Admin Center > AI > Knowledge > Knowledge copilot. For more information, see Turning on Knowledge copilot. Note that Procedure builder is only available to customers with the Copilot add-on.

For more information about Knowledge copilot, see Using Knowledge copilot to generate and maintain your knowledge base (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.