Announcing custom intent categories for intelligent triage

Announced on | Rollout on
November 03, 2025 | November 03, 2025

Intelligent triage, a part of Zendesk Copilot, automatically classifies every ticket to help you understand why customers are reaching out and builds the foundation for automation at scale. Having more control and flexibility to manage your intents is a top priority so that you can more easily route, automate, and report on tickets.

That's why, today, we're happy to announce the ability to create your own custom intent categories and sub-categories so that you can organize tickets in a way that best fits your business 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?

When creating a custom intent, you can now add intent categories and sub-categories directly in your account to group and organize custom intents. This makes it easier to reflect your business structure, improve visibility, and manage intents at scale.

Why is Zendesk making this change?

We’re making this change because of your feedback, which reflects our commitment to being a customer-driven platform. By organizing intents into custom categories and sub-categories, you’ll find it easier to manage, search, and analyze them. This added flexibility allows you to tailor your intent structure to fit different workflows, helping you work more efficiently and boost productivity.

What do I need to do?

All Zendesk customers with the Copilot add-on will have access to this new feature. To learn more about creating custom intents and categories, see Personalizing intelligent triage by creating custom intents.

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.