Announcing Intelligent triage new capabilities

Announced on | Rollout on
March 26, 2025 | March 26, 2025

Intelligent triage provides AI-powered insights that help customers scale their operations with affordable costs. Today, we're proud to announce a significant amount of changes we're introducing for the Intent, Entity, Sentiment, and Language features.

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 evolving intelligent triage features to provide more control and personalization to admins by automatizing their operations with more and better contextual information.

Custom intents GA: Now, you can better cover your specific business needs and accurately understand why customers are reaching out by adding custom intents.

The request new intent feature is being retired, reflecting our commitment to delivering faster, more flexible solutions for tailored business needs.

Track sentiment throughout the ticket lifecycle: During conversations you can spot trends and address issues early, which prevents escalations.

Manage intents with ease: Deactivate the intents you no longer need on your account and better control the accuracy of your intents by editing intent names and descriptions.

Entity detection GA:  Automatically detect and extract important details in tickets, like product names or order numbers, by adding your own entities. Identifying the ticket details becomes easier with the support of drop-down and multi-select fields - including the detection of misspelled values -, and regular expressions.
See Automatically detecting unique information in tickets.

Entity Detection early access program (EAP) participants without the Copilot add-on will retain free access to the feature until June 30, 2025. After this date, a Copilot add-on purchase will be required to continue using the functionality.

Easy navigation and discovery of Intelligent triage: With the launch of the new AI area in Admin Center, Intelligent triage is now centralized and easier to find and use, with specific pages and menu entry points for each feature (Intent, Entity, Sentiment, and Language)

Why is Zendesk making this change?

We've been building Zendesk AI models to do the heavy-lifting of crafting business specific needs. However, we understand there are certain nuances, patterns, and context when it comes to your specific business because your business is unique.

So, we’re giving you even more granularity over these models so you can customize it further to capture every incoming request, and understand it even better – resulting in more accurate answers and higher quality service.

What do I need to do?

All Zendesk customers with the Copilot add-on will already have this new experience on their accounts. For more information on what you can do with Intelligent triage, see About 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.