Announcing AI-powered conditions for contextual workspaces, including AI and custom ticket fields











Announced on


Rollout starts


Rollout ends



May 27, 2025
May 27, 2025
September 17, 2025



Zendesk is excited to announce the addition of AI-powered conditions for contextual workspaces, enabling admins to create more dynamic and personalized workspaces. The new conditions include AI fields for Intent, Sentiment, and Language, along with custom ticket fields. You must have an Enterprise account to use contextual workspaces. Also, you must have the Copilot add-on activated and configured in your account to access the new AI-powered conditions. See About Zendesk Copilot. This announcement includes the following topics:
What is changing?
Why is Zendesk making this change?
What do I need to do?
What is changing? Until now, contextual workspaces primarily supported configurations based on specific ticket fields. Now you can now define conditions based on AI fields—Intent, Sentiment, and Language—along with custom ticket fields. See examples below. With these additions, admins can select layouts, choose which forms to display upfront, organize the order of apps, prioritize macros, and more, ensuring a highly-customized and efficient experience for your agents. Conditions for AI fields <img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/announce_ai_conditions.png" width="600
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Conditions for custom ticket fields <img class="wysiwyg-image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/announce_custom_ticket_field_conditions.png" width="600
" id="topic_dnw_nhp_hvb__image_hj4_xlp_hvb"> Why is Zendesk making this change? Zendesk understands the need for greater flexibility and personalization in workspace configuration. By introducing AI fields and custom ticket fields as conditions, admins gain more granular control, enabling smarter, more tailored workflows that enhance agent productivity and ticket resolution efficiency. What do I need to do? No action is required; this change is being rolled out to all accounts eligible for contextual workspaces. You can continue using Zendesk as you have up until now. 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.