Announcing an automation potential report to identify high-impact topics from your customer conversations

Announced on | Rollout starts | Rollout ends
April 30, 2026 | April 30, 2026 | May 14, 2026

Zendesk is introducing an automation potential report to help you identify high-impact topics for automation across your support conversations.

This announcement includes the following topics:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Zendesk is introducing the automation potential report, which analyzes your customer conversations and delivers topics and insights to show you which parts of your support volume are prime to be automated with AI agents. This feature provides brand-specific insights and sample ticket data, showing you exactly how an AI agent would respond to customer inquiries.

For more information, see Viewing and using the automation potential report to create or enhance AI agents.

Why is Zendesk making this change?

The automation potential report helps you move from "guessing" to "knowing" when it comes to automation, allowing you to see where your AI agents will be most effective and where they need to add knowledge base content to improve self-service rates.

The report allows you to see the potential benefit of using AI agents by identifying those automatable conversations within your account. It identifies conversation topics where there is a relevant answer for the customer inquiry versus where knowledge gaps exist. By highlighting these gaps, you can improve your knowledge base to offer better automated answers to users and easily get started with or enhance the power of your existing AI agents.

What do I need to do?

The automation potential report is included with all Suite plans and Support plans. See Viewing the automation potential report to get started.

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.