Announcing suggestion sources in auto assist

Announced on | Rollout starts | Rollout ends
November 26, 2025 | November 25, 2025 | November 28, 2025

We’re excited to announce that procedures and articles used to generate Auto assist suggestions will now be shown as part of the rationale in the composer.

This helps you and your agents understand which sources were used by auto assist when generating suggestions.

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 existing rationale feature has been extended to include procedures and articles used to generate a given suggestion. Admins, and agents with permission to view a given procedure or article, will see the title of the source. The title of the source can be clicked to open.

Why is Zendesk making this change?

If you're using auto assist, you can view the suggestion sources to understand which sources were used to generate a given suggestion. If the wrong source was used, you can improve your sources by updating titles and content to better reflect the problems they're solving so that auto assist can pick them up more often.

Similar tickets are also used by auto assist to generate suggestions, but are not part of this release, and will be exposed as suggestion sources in the coming weeks.

What do I need to do?

See Using auto assist to solve tickets for more information.

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.