Announcing AI-powered insights for anomaly detection and trending topics in real-time monitoring dashboards (EAP)

Announced on | Rollout starts | Rollout ends
May 07, 2026 | May 07, 2026 | May 07, 2026

We're excited to introduce the AI-powered insights EAP for customers using the real-time monitoring dashboards. These insights can help you reduce manual monitoring and identify trending topics for your support operations.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We're releasing the following capabilities as part of this EAP:

Anomaly detection: Generates alerts on anomalies seen for the email, messaging, and voice channels. Anomalies are based on the following metrics:

Messaging: Tickets created & median first reply time.

Voice: Tickets created, total unassigned tickets, and median first assignment time.

Email:  Tickets created.

Trending Topics: Detect trending topics along with the tickets linked to the issue.

Slack and email notifications: Send anomaly alerts to Slack or email.

Anomaly detection

Real-time monitoring now includes insights for omnichannel support. Anomalies are automatically surfaced for email, voice, and messaging when a metric's trend significantly exceeds its benchmark. Users can view the 20 most recent anomalies, each with a summary and identified factors.

Trending topics

Trending topics are created using intelligent triage. You can select the displayed time range from the last hour to the last 14 days. Examples of trending topics include delivery delays and payment failures.

Slack and email notifications

We now support notifications for Slack and email. This means you can now send anomaly alerts to your preferred Slack channels or directly to the email your teams monitor.

Why is Zendesk making this change?

AI-powered insights empower team leads and supervisors to quickly monitor operations. Anomaly detection eliminates the need for manual dashboard monitoring, enabling root cause analysis to identify issues proactively and implement effective solutions. Early identification of trending topics and proactive notifications allows for rapid changes to support operations.

What do I need to do?

We are rolling this feature out as an open EAP. If you'd like to be part of the EAP, turn on AI-powered insights (EAP) in Admin Center under Workspaces > Analytics.

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.