Announcing macro-triggered public comments in the conversation logs for AI agents - Advanced








Announced on
Rollout on


July 9, 2025
July 9, 2025


We’re announcing a change to how email conversation statuses are processed when the AI agent triggers a macro that adds a public comment. This announcement includes the following topics:
What's changing?
Why is Zendesk making this change?
What do I need to do?
What's changing? Up until now, conversations where the AI agent triggered a macro were counted as Processed conversations. Now, we check whether a new public comment was added, and update the conversation with it, displaying it in the conversation logs. As these public comments are triggered by the AI agent, they are now displayed as AI agent messages, and the conversation status is updated to Answered. This means that automated resolutions are now consumed when an advanced email AI agent triggers a macro that adds a public comment. For more information, see About automated resolutions for AI agents. Why is Zendesk making this change? This update ensures that reporting and conversation logs accurately reflect automated actions performed by the AI agent. Since the macro-triggered comment constitutes a reply, it is now recorded as part of the automation flow. What do I need to do? No action is required on your part. This change automatically applies to all new conversations. If you haven’t yet enabled conversation flows for email advanced AI agents, now is a great time to explore this functionality. It allows for more detailed reporting, including tracking of reopens and access to the Escalated conversation status. 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.