| Announced on | Rollout on |
| September 18, 2024 | September 18, 2024 |
We're thrilled to announce general availability of merging suggestions for agents in the Intelligence panel for our customers with the Advanced AI add-on.
This announcement includes the following topics:
What's changing?
After a period of testing with our early access program (EAP), we’re now extending the merging suggestions features to all customers subscribed to the Advanced AI add-on.
Merging suggestions identify other tickets that could potentially be merged with the ticket the agent is currently handling. This helps reduce duplicated effort and enhances communication with customers, leading to increased agent productivity and higher customer satisfaction.
Why is Zendesk making this change?
Given the positive feedback from our customers, who find the merging suggestions feature very useful for enhancing productivity and customer communication, we've determined it's ready to benefit a broader audience.
In the future, we will focus on improving usability and enhancing the precision of our suggestions while maintaining their availability level, ensuring we strike the right balance.
What do I need to do?
If you have the Advanced AI add-on and you've already turned on merging suggestions, then no further action is necessary. This change will be automatically available.
If you’re interested in using the Advanced AI add-on, see Buying the Advanced AI add-on or contact your Zendesk account representative.
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.