Announcing the ability to differentiate between human and AI agents in analytics

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<td style="border-style: solid; border-width: 1px;"><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
<td style="border-style: solid; border-width: 1px;"><strong>Rollout ends</strong></td>
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<td style="border-style: solid; border-width: 1px;">November 24, 2025</td>
<td>November 09, 2025</td>
<td style="border-style: solid; border-width: 1px;">November 24, 2025</td>
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<span class="importanttitle">Important:</span> Reports and dashboards viewed or delivered since November 9th, 2025, might include AI agent tickets for messaging conversations, resulting in a larger than expected ticket count.<br>You can <a href="https://support.zendesk.com/hc/en-us/articles/4408825475354">filter reports</a> or <a href="https://support.zendesk.com/hc/en-us/articles/4408828331290#topic_efy_2rg_2v">filter dashboards</a> using the <strong>Ticket support type</strong> attribute to remove AI agent tickets as needed.</div></div><p>We're excited to announce a new analytics attribute that lets you identify, include, or exclude AI agent tickets in your reports. This announcement answers the following questions:</p><ul>
<li data-list-item-id="ef55ca8e12ade916e564df31231340b79"><a href="#h_01K6K3R5GRGWWB0F7VKP5Q3H5Q">What’s changing?</a></li>
<li data-list-item-id="e8b3a8f72a3774eb54d475d915c3e115b"><a href="#h_01KAHWGFW444HPDYC8EWKQ745H">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e11a40b0dd03c905f23e49d81443ca1c5"><a href="#h_01K6K3RSS1HYBD0C7QPBEM0VRB">What do I need to do?</a></li>
</ul><h2 id="h_01K6K3R5GRGWWB0F7VKP5Q3H5Q">What’s changing?</h2><p>AI agent tickets for messaging conversations are now available in analytics. AI agent tickets created or updated since November 9, 2025, are reflected in your reports and dashboards.</p><p>We've introduced a new analytics attribute, <strong data-stringify-type="bold">Ticket support type</strong>, that indicates if a ticket was escalated to a human or entirely handled by AI agents.</p><p>The Ticket support type attribute is available in all datasets that reference tickets and as a filter in the <span style="color: #1d1c1d;">prebuilt Zendesk Support dashboard</span>. </p><p><span style="color: #1d1c1d;">To exclude AI agent tickets from reports or dashboards, add the Ticket support type filter and select the Agent value. See </span><a href="https://support.zendesk.com/hc/en-us/articles/4408825475354-Filtering-Explore-reports"><span style="color: #1264a3;">Filtering Explore reports</span></a><span style="color: #1d1c1d;"> and </span><a href="https://support.zendesk.com/hc/en-us/articles/4408828331290-Adding-interactive-dashboard-components#topic_jj5_srg_2v"><span style="color: #1264a3;">Adding interactive dashboard components</span></a><span style="color: #1d1c1d;">.  </span></p><h2 id="h_01KAHWGFW444HPDYC8EWKQ745H">Why is Zendesk making this change?</h2><p>We're continuing our commitment to <a href="https://support.zendesk.com/hc/en-us/articles/9204149016346">AI agent tickets</a> by adding the ability to use analytics to include or exclude these tickets from your reports.</p><h2 id="h_01K6K3RSS1HYBD0C7QPBEM0VRB">What do I need to do?</h2><p>No action is required to access the new attribute. You can find it in any dataset that references tickets. Your existing reports will, by default, include AI agent tickets, so if you don't want them to appear, <a href="https://support.zendesk.com/hc/en-us/articles/4408825475354-Filtering-Explore-reports">exclude them</a> by using the new attribute.</p><p>Watch the following demo to see how the new attribute works:</p><figure class="wysiwyg-media"><div data-oembed-url="https://zendesk-explore.wistia.com/medias/9rro04ww29"><iframe src="//fast.wistia.com/embed/iframe/9rro04ww29" frameborder="0" allowfullscreen="" allow="encrypted-media" style="width: 100%; aspect-ratio: 16 / 9;"></iframe></div></figure><p>AI agents ticket reporting [2:08]</p><p>If you have feedback or questions related to this announcement, visit our <a href="https://support.zendesk.com/hc/en-us/community/topics/1260801325209">community forum,</a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850">Zendesk customer support</a>.</p>