Announcing Copilot merging suggestions for Suite and Support Professional plans and above

Announced on | Rollout starts | Rollout ends
August 06, 2026 | August 24, 2026 | August 28, 2026

Starting August 24th, 2026, Zendesk will introduce merge suggestion usage at no additional cost for Suite and Support Professional plans and above.

Merge suggestions help agents see tickets that might be related so that they can be merged. By merging related tickets, your agents can reduce their average handling time and keep your reporting clean by reducing the amount of duplicated tickets.

Watch the video below for a demo of merge suggestions.

"Merge suggestions: Copilot usage (1:50)"

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We’re introducing merge suggestions as part of the fourth phase of Copilot usage feature rollout to select Suite and Support accounts. Copilot usage is designed to help you  experience the value of Zendesk AI in a limited, low-risk way and scale to the full Copilot add-on when you’re ready.

Merge suggestions will appear  in the ticket context panel under Related tickets, where it surfaces open tickets submitted by the same requester within 14 days of the current ticket.

This feature is included at no additional cost. Your Copilot usage allowance remains five uses per agent per month across writing tools, ticket summaries, and now merge suggestions. A merge suggestion use is counted only when an agent clicks Confirm and merge.

Usage is pooled across your instance with a maximum limit of 500 uses per month. This "use-as-you-go" approach allows you to measure real-world improvements in resolution times and service consistency across your team without any upfront commitment. See Understanding monthly Copilot feature allowance.

Why is Zendesk making this change?

At Zendesk, we are evolving our approach to ensure that the transformative power of AI is accessible and impactful for every customer from day one. We recognize that traditional barriers—such as complex configurations and unguided trials—can often hinder teams from realizing the immediate benefits of new technology. By embedding AI-powered features like merge suggestions directly into your account through a capped monthly allowance, we are prioritizing a "value-first" experience. This change allows your team to experience tangible productivity gains and organically scale as your needs evolve.

What do I need to do?

You don’t need to do anything.  Merge suggestions are designed to be frictionless and will be ready for your team over a one week roll out period. While we recommend experiencing the time-savings firsthand, you can request to turn off this feature by submitting this form before August 24th. 2026. If you don’t want to use merge suggestions, you can manage the feature as needed in Admin Center.

To learn more, see Turning on and configuring AI-generated merge suggestions.

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.