Announcing macro content suggestions and trust & safety recommendations

Announced on | Rollout on
April 30, 2026 | April 30, 2026

Starting April 30, 2026, Zendesk is introducing two powerful new categories to Copilot Recommendations: Macro content suggestions and trust and safety recommendations.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is launching two new proactive recommendation types for customers with the Copilot add-on:

Macro content suggestions: This feature analyzes how your agents resolve tickets and proposes concrete edits to existing macros or suggests new ones based on actual ticket data. Each suggestion includes links to the related tickets so you can review the evidence behind the recommendation.

Note: This feature replaces the legacy Suggestions tab in the Macros Admin Center page.

Trust and safety recommendations: Your account will now automatically surface missing security controls. You can close security gaps in a few clicks for the following areas:

Turning on two-factor authentication (2FA)

Turning off Zendesk login when SSO is active

Turning on access logs

Downgrading inactive agents

Why is Zendesk making this change?

Zendesk is committed to improving agent productivity and account security without requiring admins to hunt through complex settings.

By replacing legacy macro suggestions with macro content suggestions, we're providing more context-aware, actionable insights grounded in your account's specific data. Additionally, the new trust and safety recommendations provide a proactive security posture, allowing you to identify and mitigate risks—such as unmonitored access logs or inactive agent seats—automatically.

What do I need to do?

These new recommendations will appear automatically based on your account's data. To learn more, see Understanding Copilot recommendations.

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.