Announcing AI recommendations for omnichannel routing configurations through Copilot

Announced on | Rollout starts | Rollout ends
March 23, 2026 | March 23, 2026 | March 31, 2026

Zendesk is pleased to announce enhancements to the Copilot add-on so that it can make recommendations on setting up and optimizing omnichannel routing for your account.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Copilot in Admin Center will have 21 new routing recommendation types that cover every aspect of the omnichannel routing configuration. These range from selecting the most suitable assignment method and enabling skills to setting up custom queues and configuring queue order based on SLA or ticket priority.

For more mature routing set ups, the recommendations also include advanced optimizations, such as auto-reassignment flows and channel-specific options for messaging and email tickets. These more advanced suggestions include auto-accepting or auto-opening tickets, capacity releasing settings, and skill timeouts.

When viewing the Admin Copilot > Recommendations page in Admin Center, admins can filter the recommendations by type, such as routing recommendations, so they can quickly access all of their routing recommendations.

Why is Zendesk making this change?

Omnichannel routing is Zendesk's most sophisticated and complete routing solution. It provides consistent routing logic across email (including web form, side conversations, and API), messaging, and voice channels. However, because of how highly customizable omnichannel routing is, it can be challenging for admins to feel confident that their configuration is truly optimized for their specific workflows and needs. These AI-based recommendations are designed to make it easier to set up and optimize your omnichannel routing configuration.

What do I need to do?

These updates are being rolled out to all accounts with the Copilot add-on. For more information, see Optimizing workflows, tasks, and routing with AI recommendations.

For general assistance with your Zendesk products, contact Zendesk Customer Support.