| Announced on | Rollout on |
| April 9, 2024 | April 9, 2024 |
Zendesk is excited to announce the launch of the Custom intents: Request new intent feature. Last year, we introduced the first phase of customization, enabling our customers to edit intent labels. Today, we're taking it a step further by allowing you to request new intents. This enhancement aims to capture every incoming request with greater granularity and understand it even better, resulting in more accurate answers and higher-quality service.
This announcement answers the following questions:
What’s changing?
Customers with intents turned on will gradually gain access to this new feature over the next four weeks. In the intent settings in Admin Center, a new action has been added to allow you to request a new intent.
Upon receiving a request, we will evaluate its feasibility. This evaluation process may take up to two weeks, after which the Zendesk team will notify you of our decision via an email with relevant details.
Customers who opt out of our data policy will be ineligible for custom intents.
Why is Zendesk making this change?
Our models powering Zendesk AI are built uniquely because we’ve done the heavy lifting of training them for your business using real, anonymized customer service interactions, including industry-specific CX data. Which means you don’t have to wait to see the value of Zendesk AI.
But we understand there are certain nuances, patterns, and context when it comes to your specific business because your business is unique. This feature gives you even more granularity over these models so you can customize them further to better fit your business.
What do I need to do?
These changes will be rolled out to your account automatically. We are rolling out the feature gradually, and it will be available to you within the next four weeks.
The initial rollout will direct you from the Admin Center to an external form, where you can request new intents. Eventually, we’ll move the form for an in-product experience.
For more information, see Requesting a new intent.
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.