Announcing brand segmentation and action linking in procedures

Announced on | Rollout on
April 1, 2025 | April 1, 2025

We are thrilled to announce the launch of two new capabilities that will enhance your experience when writing and managing procedures for auto assist:

Brand segmentation: Adding brands to procedures is designed to improve the segmentation of procedures and to ensure that auto assist uses brand-specific procedures to solve brand-specific problems.

Action linking: Improved action management allows you to link actions directly in procedures so that you can ensure auto assist performs the correct action for the ticket resolution.

Procedures are part of the Copilot add-on.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Brand segmentation

You can now add brands to each procedure:

In the list view, you can also filter your procedures by brand:

Action linking

You can now directly link actions in a procedure, precisely in the step where you want auto assist to perform the action:

Why is Zendesk making this change?

These features provide you the ability to write procedures with a higher precision to facilitate auto assist performing the right actions and making brand-specific suggestions.

What do I need to do?

Both features are available for all customers who have the Copilot add-on, and are using procedures. To learn more, see Creating procedures for auto assist.