Announcing the general availability of the Knowledge builder

Announced on | Rollout starts on | Rollout ends on
November 20, 2025 | November 20, 2025 | December 11, 2025

We're excited to announce the general availability of the Knowledge builder. After a successful early access program, we're starting the rollout of this powerful tool to all our customers. If you don’t have a help center and are ready to build one, or if you have an outdated help center that you want to refresh, this tool is the right one for you!

This announcement includes the following topics:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

You can now use your ticket data and generative AI to quickly create a new help center. Specifically, this feature analyzes your ticket data from the last 90 days to pinpoint the most common customer issues and combines them with key business context (for example your target audience and brand information) to automatically generate a knowledge base in any selected language.

The recommended help center hierarchy appears in a preview pane, which includes up to 40 proposed articles that address the most common challenges your customers face. You can edit your business information and regenerate up to 10 new previews. When you’re satisfied with the preview, you can generate your help center with draft articles. You can review and edit the draft articles before you publish the help center.

You can use this feature to create one help center for each brand in your account. This means that if you launch this feature and create a help center for a brand in your account, you cannot use this feature to create another help center for that brand.

In addition, if you have an existing, well maintained help center, this feature will likely not be helpful, as it doesn’t suggest enhancements to your current structure. Instead, it creates new (and possibly duplicate) sections and categories on top of your existing content.

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 However, if you don't yet have a help center, or if your help center is incomplete or out of date, this feature can help you kickstart your help center creation and harness AI agents for automating user interactions almost immediately.

What do I need to do?

This feature is available for all customers with all plans who have access to our Knowledge product. If you’re ready to spin up your knowledge base in a few minutes, get started. You don’t need to do anything, just follow our product guides.

For detailed guidance and best practices, see Creating help center content using ticket data and generative AI.

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.