Announcing intent suggestions for Zendesk Copilot customers

Announced on | Rollout starts | Rollout ends
July 16, 2025 | July 16, 2025 | July 25, 2025

We’re excited to introduce suggested intents, a new AI-powered feature that helps you identify gaps in intent coverage and suggests relevant intents based on your ticket data.

This improvement to the intelligent triage feature helps you fine-tune your setup, increase the accuracy of your intent detections, and improve the efficiency of your workflows to resolve every interaction more precisely.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Intelligent triage uses AI to automatically classify incoming tickets by intent, language, and sentiment. The Zendesk Intent Model supports both pre-trained and custom intents, tailored to each account’s ticket data.

With this update, we’re adding suggested intents — a new capability that highlights gaps in your current intent coverage and recommends intents based on your historical ticket data. Suggestions appear directly in the Intent page in Admin Center, making it easier to maintain and improve your setup over time.

Why is Zendesk making this change?

This release represents a leap forward in automating and simplifying intent maintenance—helping admins quickly identify optimization opportunities and improving the precision of the Intent Model.

What do I need to do?

If you already have the Copilot add-on and turned on Intelligent triage, then no action is required and suggested intents will automatically appear in your account. This new experience will be progressively rolled out between July 16, 2025, and July 25, 2025. To learn more about suggested intents, see Reviewing personalized intelligent triage intent suggestions.

If you’re interested in using the Zendesk Copilot add-on, see Buying the Copilot AI add-on or contact your Zendesk account representative.

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.