Announcing the expanded availability of Knowledge tools for Suite and Knowledge plans

Announced on | Rollout starts on | Rollout ends on
March 17, 2026 | March 17, 2026 | March 27, 2026

We're excited to announce that several advanced and AI Knowledge features that were previously restricted to either the Copilot add-on or Enterprise plans are now available to all Suite and Knowledge plans.

This announcement includes the following topics:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Several popular Knowledge tools are now available to customers on all Suite and Knowledge plans:

Generative AI writing tools (previously required Co-pilot add-on) - Create, rephrase, and simplify content quickly using generative AI.

AI translation for articles (previously required Co-pilot add-on) - Generate AI translations for your articles.

Help center federated search (previously restricted to Enterprise plans) - Link your external content to your help center.

Flexible hierarchies (previously restricted to Enterprise plans) - Add up to five subsections to your help center sections, creating a deeper hierarchy for your content.

Article multiplacement (previously restricted to Enterprise plans) - Place your help center articles in multiple categories and sections across all of your brands.

Why is Zendesk making this change?

This change relaxes access to several productivity-enhancing features, allowing more teams to use AI writing helpers and advanced Knowledge building capabilities across Zendesk. These features improve content discoverability and let you organize knowledge more flexibly.

What do I need to do?

No action is required. This change is being rolled out to all Suite and Knowledge accounts automatically. The affected features will be available for you in the Knowledge admin space once the rollout is complete. For current Copilot add-on and Enterprise customers, your access remains intact.

To manage the new AI features, see the following articles:

Turning the generative AI writing tools for Knowledge off or on

Turning on and off AI translations for articles

Turning on and off AI-generated article summaries

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.