Announcing the ability to track sentiment and intent throughout the ticket lifecycle

Announced on | Rollout starts | Rollout ends
May 15, 2025 | May 19, 2025 | May 23, 2025

Zendesk is pleased to announce that customers using intelligent triage will have the ability to track sentiment and intent throughout the ticket lifecycle. By tracking end users’ predicted sentiment and intent throughout the ticket lifecycle, you can spot trends and address issues early, preventing escalations.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Previously, a ticket’s sentiment and intent were predicted at the start of the ticket conversation.

With this release, a ticket's sentiment and intent predictions update dynamically throughout the ticket conversation.

Why is Zendesk making this change?

Having updated sentiment and intent insights throughout a ticket conversation provides even more granular control and better insights to admins and unblocks key use cases, such as:

Automatically raising ticket priority when end-user sentiment changes during the conversation.

Comparing end-user sentiment from start to finish to identify what’s working well and where agent processes, training, routing, or escalation could improve.

Detecting shifts in intent during conversations to take timely actions, such as adjusting agents procedures or rerouting tickets to the best team for faster, more context-aware resolutions.

What do I need to do?

This new experience will be progressively rolled out between May 19th, 2025 and May 23,2025 to all Zendesk customers with the Copilot add-on. To learn more, see Turning on and configuring intelligent triage.

If you’re interested in using the Zendesk copilot add-on, see Buying the Copilot AI add-on or contact your Zendesk account representative.