Announcing AI Expert coverage for the Copilot add-on

Announced on | Available on
November 10, 2025 | November 10, 2025

The AI Expert recurring service subscription is extending its capabilities to the Copilot add-on. Zendesk Copilot is the only proactive AI assistant designed to help your teams driver faster, smarter resolutions.

This addition will simplify AI implementation, accelerate Copilot adoption, and provide a clear, ongoing support strategy—helping you unlock even greater value from AI.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

AI Expert is now expanding its capabilities to include Copilot for AI Expert Plus and AI Expert Pro.

AI Expert Plus will be only available for AI Agents Advanced or Copilot deployments. AI Expert Pro will cover both AI Agents Advanced and Copilot deployments.

Why is Zendesk making this change?

Zendesk is evolving its services to deliver significantly more value to you and a package that suits your evolving AI needs. You can now get ongoing access to expertise, which includes onboarding, AI success planning, and AI expertise via consulting hours. This new offering helps to:

Maintain high-quality Copilot performance and continuously optimize and deliver exceptional customer experiences.

Accelerate Copilot adoption and simplify AI implementation.

Continuously unlock measurable business outcomes by adopting the latest features and innovations.

Provide clear, ongoing support to unlock even more value from AI investment.

With our proven expertise, Zendesk customers have already achieved automation rates of over 80%, and we’re committed to pushing those results even further.

What do I need to do?

You need to purchase the AI Expert Pro or AI Expert Plus recurring subscription service to get coverage for your Copilot add-on.

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.