Announcing enhanced Zendesk Copilot ticket summarization

Announced on | Rollout starts | Rollout ends
October 08, 2025 | October 08, 2025 | October 09, 2025

We’ve enhanced the Copilot ticket summarization feature. You can now include both public replies and internal notes from a ticket's conversation. The word limit has also been expanded and ticket summaries capture more ticket context, including the core problem.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Previously, the ticket summarization feature was limited to recapping only tickets' public comments, had a 50-word limit, and highlighted only what the customer wanted and what had been done.

With this enhancement, ticket summaries have an expanded word limit and can include up to 100 words. Ticket summaries also capture more context, including the core problem, customer expectations, actions taken, outcomes, current status, explicitly stated next steps, key details from the conversation, and more.

The ticket summarization feature can now include both public comments and internal notes. This ensures that all key details from a ticket's conversation are captured. You can control whether ticket summaries should consider public replies only (the default option), or both public replies and internal notes.

Why is Zendesk making this change?

We heard your feedback and have updated ticket summarization so that it can capture key ticket information shared in internal notes, such as troubleshooting details, messages to peers, escalation updates, investigation actions, blockers, and more.

The ticket summarization feature has also been updated to capture the core problem, next steps, and key details from the conversation. When available, ticket summaries also include context such as root cause, business impact, deadlines, technical issues, escalations, and customer sentiment.

By providing a more comprehensive summary that combines both public and internal context, you can help your agents resolve tickets more efficiently, improve collaboration, and reduce the risk of missing important details.

What do I need to do?

The enhanced version of ticket summarization is available to all Zendesk Copilot customers. To update your ticket summarization settings to include internal notes, see Turning on AI-generated ticket summaries.

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.