Announcing intelligent triage that's simpler to start, scale, and manage

Announced on | Rollout starts | Rollout ends
June 10, 2026 | June 11, 2026 | June 18, 2026

Starting June 11, 2026, we're launching updates for Copilot intelligent triage that lower the effort to get started, improve over time, and expand across Zendesk. From guided onboarding to smarter topic suggestions, this release builds on our recent announcement moving from "intents" to "topics" and continues our core vision: giving your team the foundation to automate more tickets, power smarter workflows, and scale your support operations with confidence.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

This release includes the following updates:

Guided onboarding for Copilot customers: If you have Copilot but haven't used intelligent triage yet, a new three step guide walks you through mapping channels, reviewing top customer trends, and accepting AI routing recommendations.

"Intents" are now "Topics": To keep terminology consistent across Zendesk, what we previously called Intents are now called Topics. This is a naming change only. Your existing workflows, ticket data, and core functionality stay exactly as they are. Read the full details in the terminology update announcement.

Custom topic suggestions: Intelligent triage now looks beyond standard pre-built topics to surface recurring patterns in your ticket volume, giving you more opportunities to expand your automation coverage.

Updated topic label across the product: The topic ticket field now automatically reflects your most recent label. When an admin renames a topic label, that change syncs globally. Agents see it immediately in their workspace, so everyone is always working from the latest without the need for manual updates.

Standard ticket fields for intelligent triage: New Copilot customers will see classifications such as topic, sentiment, and language saved directly to standard ticket fields instead of custom ticket fields, simplifying setup from day one.

Why is Zendesk making this change?

These updates come directly from customer feedback. Getting started, staying updated, and expanding coverage was harder than it needed to be, and that's what we're fixing. Whether you're a new team starting with intelligent triage or an established operation looking to grow, the experience should feel intuitive at every stage: guided onboarding that drives real adoption, broader topic suggestions that grow with your ticket patterns, and labels that stay accurate automatically.

What do I need to do?

These updates are progressively rolling out between June 11 and June 18, 2026 to all Zendesk customers with the Copilot add-on, with no action required. See About Intelligent triage to learn more.

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.