Announcing Zendesk QA intelligent filters

Announced on | Rollout on
December 11, 2025 | December 11, 2025

Zendesk Quality Assurance (QA) is introducing a new set of AI-powered filters called intelligent filters. These filters automatically detect a set of predefined conditions to help you quickly find relevant customer conversations and insights, providing an excellent starting point for conversation AI discovery.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Intelligent filters are a new set of AI-powered conversation filter options available in Zendesk QA that automatically detect the following predefined conditions:

Agent escalations: Conversations where tickets were escalated between agents.

AI agent conversations: Conversations handled only by AI agents.

AI agent escalations: Conversations in which tickets handled by AI agents were escalated to human agents for further assistance. Previously, this could be achieved only by combining multiple filter conditions. The new filter allows you to identify conversations where an AI agent is detected, a human interacts, and an escalation tag is attached to the ticket.

AI evaluated: This is a new feature that flags tickets where any AI evaluation was completed.

Frustrated AI agent conversations: Conversations where customers expressed frustration while interacting with an AI agent.

Low scoring conversations: Conversations with at least one system or custom category scoring below 50%.

These filters can be combined with any existing filters, for example, the AI agent escalations filter can be combined with the satisfaction score to find instances of escalations and negative customer satisfaction scores. Intelligent filters can also be used in assignments.

Why is Zendesk making this change?

Intelligent filters make navigating and analyzing data in Zendesk QA more efficient by providing easy, one-click access to some of the most high-value conversation segments. This allows you to access insights faster and gives you more time to focus on critical coaching opportunities.

What do I need to do?

No action is required. To learn more about intelligent filters, see Understanding conversation filter types in Zendesk QA.

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.