Announcing the general availability of AI agent conversations as tickets in Support and Agent Workspace

Announced on | Rollout starts on | Rollout ends on
October 7, 2025 | October 7, 2025 | November 11, 2025

We’re excited to announce that all messaging customers can now view AI agent conversations as read-only tickets in Support and Agent Workspace.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Previously, messaging conversations between AI agents and end users that weren’t escalated to a human agent did not become tickets in Zendesk Support. This meant they weren’t visible to agents or admins via ticket views or Agent Workspace.

Now, conversations between your AI agents and end users that were never escalated can be viewed as tickets in Support and Agent Workspace.

These AI agent tickets are read-only and do not execute triggers or other automated workflows, which means there’s no impact to your existing setup. Once these conversations are escalated to a human agent, your existing workflows for handling tickets come into effect as they do today. In future iterations, we plan to add more capabilities to AI agent tickets, including adding tags, executing triggers and workflows, and reporting.

As part of this change, we’ve automatically updated all existing views to add the following condition: Ticket > Support type | Is | Agent. This condition ensures that AI agent tickets don’t disrupt your existing views. However, you can always create or edit views to show AI agent tickets as needed.

This update was made to views that were created before:

October 6, 2025 for Pod 26.

October 9, 2025 for Pod 30.

October 10, 2025 for all other Pods.

Because of this automatic update, your views may show a last updated timestamp for the dates listed above, even if you didn’t make any changes to them.

For more information, see Understanding and viewing AI agent tickets for AI agent–only conversations.

Why is Zendesk making this change?

We’ve heard your feedback that you want greater visibility and control over conversations handled by your AI agents. Previously, there wasn’t a straightforward way to access, review, and manage these interactions. Conversations between an AI agent and your end users that weren’t escalated to a human agent were stored only as conversation transcripts in Admin Center for 30 days. This made it difficult to monitor AI agent performance and understand automated resolutions.

With this update, AI agent conversations are now read-only tickets, allowing them to appear in ticket views just like any other ticket. This provides you with better visibility on AI agent performance, automated resolutions, and ticket history for returning end users.

What do I need to do?

The ability to view AI agent conversations as read-only tickets will be made available in all accounts between now and November 11, 2025.

If you want to turn this feature off for now, see Turning the AI agent tickets feature on or off. However, note that starting on:

February 18, 2026, this feature will be switched on by default but can still be turned off.

May 4, 2026, this feature will be on by default and cannot be turned off.

Note: Customers currently using AI agents - Advanced are excepted from this date.

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.