Announcing Copilot intelligent triage for Professional plans and above

Announced on | Rollout starts | Rollout ends
June 03, 2026 | July 01, 2026 | July 15, 2026

Zendesk is making AI more accessible by bringing the Copilot add on’s intelligent triage classification to Suite and Support Professional plans and above. This feature uses machine learning to automatically analyze and classify incoming tickets, helping you understand your top ticket drivers without manual effort.

"Intelligent triage classifications (2:16)"

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 including intelligent triage classification in Suite and Support Professional plans and above, so you can experience more of the value of the Copilot add-on.

Intelligent triage uses AI to automatically classify new customer support tickets by topic (why the customer is reaching out), sentiment (how positive or negative the customer feels), language (what language the ticket is written in), and enriches tickets with entities, which are unique details such as product names.

You can report on these classifications using the intelligent triage dashboard to identify trends within your tickets. You'll also receive AI-powered recommendations from admin copilot about how to use these classifications in your workflows to automate repetitive requests, reduce manual triage, and personalize your service.

To incorporate intelligent triage classifications in workflows (for example, using a topic in a routing trigger), you must have the Copilot add-on.

After completing the onboarding setup, you’ll start receiving these automated classifications on your incoming tickets at no additional cost and without consuming your Copilot monthly allowance.

Note: If you previously used intelligent triage through either a Copilot trial or a Copilot add-on that was later removed, and you’re now on a Suite Professional or above plan, you may still see intelligent triage fields on historical tickets. Any workflows built using those fields will stop running after the rollout. To get them working again, remove the intelligent triage field from the workflow. If you try to edit or create a workflow with an intelligent triage field, you’ll see an error message.

Why is Zendesk making this change?

Zendesk is committed to making AI accessible and actionable for more businesses. By including intelligent triage classification in Professional plans and above, we’re providing visibility into ticket data to help you determine how AI can help scale your support operations.

What do I need to do?

Starting July 01, 2026, Suite and Support Professional accounts and above can access intelligent triage settings within Admin Center to review incoming tickets’ classifications.

To help you get started, we’ve prepared an onboarding setup. You can launch this guided experience directly from the Admin Center, or by reviewing admin copilot recommendations. This onboarding helps improve recommendation accuracy and gives you a better understanding of how AI classifies your data. To learn more, see About intelligent triage.

To opt out and not have the onboarding setup enabled for your account, you can fill out this form.

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.