Announcing the Knowledge Builder EAP








Announced on
Enrollment opens
EAP rollout begins


July 21, 2025
July 21, 2025
July 21, 2025

The Knowledge Builder early access program (EAP) is open for you to enroll! Knowledge Builder analyzes your ticket data to pinpoint the most common customer issues and combine them with key business context (for example your target audience and brand information), to automatically create a ready-to-use knowledge base. You can sign up today and enjoy the benefits the feature brings to your knowledge management! This announcement includes the following topics:
What is changing?
Why is Zendesk making this change?
What do I need to do?
What is changing? Knowledge Builder generates 20-25 article drafts that address the most common challenges your customers face. By analyzing and clustering your support tickets around key topics, Knowledge Builder identifies the most pressing issues and creates articles that supply clear, concise information to help users resolve these issues. If you don’t yet have a help center, newly generated articles form the foundation for an organized help center hierarchy. If you're using Knowledge Builder to enhance an existing help center, articles are generated on top of your existing knowledge base, with all pre-existing content remaining intact. This feature helps you identify and create valuable articles derived from your most recent support tickets. This makes it easy to enhance and expand your help center based on actual issues that your customers are experiencing. Why is Zendesk making this change? Over time, the best strategy for building a solid foundation for effective self-service is to create and maintain a quality help center. However, if you don't yet have a help center, or if your help center is incomplete or out of date, Knowledge Builder can help you kickstart your help center creation and harness AI agents for automating user interactions almost immediately. What do I need to do? First, sign up! We will enroll the first 10 accounts in the first week, and gradually increase this number. Once you get confirmation that you've been enrolled in the EAP, you'll have the ability to use Knowledge Builder without any additional action from your side. Second, share your feedback! Your feedback is crucial to us as we plan future improvements to Knowledge Builder. We invite you to share your thoughts, report bugs, and provide any suggestions you may have. Read more about Using Knowledge Builder to create help center using ticket data and generative AI (EAP). For general assistance with your Zendesk products, contact Zendesk Customer Support.