Announcing intent quality recommendations in intelligent triage

Announced on | Rollout starts | Rollout ends
January 22, 2026 | January 22, 2026 | January 23, 2026

Keeping intent detection accurate as your business evolves requires clear signals on what needs attention and how to fix it. With this update, intelligent triage introduces quality recommendations for intents, helping you understand where intent definitions are impacting accuracy and take action directly with in-product guidance.

These recommendations highlight conflicts such as overlapping or duplicate intents and guide you on what to adjust, laying the foundation for a simpler and smarter way to manage and improve intent accuracy over time.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Intelligent triage now surfaces quality recommendations within the Intent page to help you review intent behavior and address accuracy issues more easily. With quality recommendations for intents, you can:

See when intents overlap or duplicate each other and may be competing to classify the same tickets

Review recommendations that explain why an issue was flagged, with supporting context

Resolve duplicate intents by reviewing them side by side and deactivating what’s no longer needed

Refine overlapping intents using pre-populated suggestions to clarify intent names and descriptions

Apply changes directly in context

All recommendations and actions are available in one place, making it easier to keep intent definitions clean and accurate as intent libraries grow.

Why is Zendesk making this change?

As intents scale, maintaining accuracy becomes harder. Conflicts, such as overlapping or duplicate intents, can gradually affect routing consistency and automation performance. Quality recommendations for intents provide you with a more guided and proactive way to maintain intent accuracy. By surfacing issues early and clearly showing what to fix, Intelligent triage helps teams continuously improve intent quality without added effort.

What do I need to do?

This new experience is progressively rolling out between January 22nd, 2026 and January 23rd, 2026 to all Zendesk customers with the Copilot add-on. No action is required. To learn more about Intent conflicts detection, see Improving intent quality with personalized recommendations.

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 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.