Announcing intent availability for all Zendesk Copilot customers

Announced on | Rollout on
May 22, 2025 | May 20, 2025

Intelligent triage provides AI-powered insights that help customers scale their operations at affordable costs. Zendesk is pleased to announce that from today onwards, all customers with the Copilot add-on will automatically have an intent model assigned and be able to use the intelligent triage intent feature.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

The intelligent triage intent feature will be immediately available to everyone with the Copilot add-on. You’ll have access to our pre-trained intents and the ability to create custom intents.

This is a step forward in making intents more accessible and easy to use for all customers.

Why is Zendesk making this change?

We've significantly evolved our Intent model to serve all industries more effectively. Instead of offering separate industry-specific models, we now provide a unified Zendesk Intent model, built with flexibility in mind. Powerful customization options give customers greater control to tailor intents to their unique business needs.

This means that Copilot customers can immediately benefit from powerful, purpose-built intelligence. No action is required.

This improvement gives customers immediate access to highly accurate triage signals that help them identify key business requests and automate more effectively, ultimately driving faster response times and higher customer satisfaction.

What do I need to do?

All Zendesk customers with the Copilot add-on will already have this new experience on their accounts. To learn more about setting up and using intents, see Automatically detecting customer intent, sentiment, and language.

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

If you have feedback or questions about 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.