Announcing new Copilot recommendation types

Announced on | Rollout on
August 27, 2025 | August 27, 2025

Zendesk is pleased to announce that we're introducing 15 new recommendation types for the Copilot add-on.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

When we introduced the Overview: Copilot page in Admin Center earlier this year, there were six recommendation types based on intelligent triage intents.

Starting today, you'll begin to see new recommendations based on intelligent triage entities, sentiments, and language.

Why is Zendesk making this change?

We've been working on adding more recommendations so that we can cover as many use cases as possible for you.

What do I need to do?

You can view updated recommendations every week on the Overview: Copilot page in Admin Center. To learn more, see Reviewing and implementing AI recommendations to automate tasks.

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.