| Announced on | Rollout on |
| November 13, 2024 | November 8, 2024 |
We're excited to announce that we have enhanced the overall intelligent triage admin experience, including a lightly refreshed UI and the ability to view deactivated intents.
This announcement answers the following questions:
What’s changing?
Enhanced intelligent triage overall experience
Based on the feedback we’ve collected, we have improved the intelligent triage settings pages in Admin Center. The feature’s explanation is now clearer, making it easier to understand the various use cases it addresses. Additionally, we have added links to relevant resources, such as quick access to the intelligent triage prebuilt dashboard in Explore.
Deactivated intents
In the list of intents, you can now easily identify deactivated intents that are no longer predicted on tickets. A deprecated intent is an intent that was removed from our Zendesk Intent model.
Why is Zendesk making this change?
We’re focused on making intelligent triage easier to use and expand its capabilities for all customers. The expansion of intelligent triage is not only about expanding machine learning models, but making sure you’re able to configure intent, sentiment, and language according to your needs.
What do I need to do?
If you currently use intelligent triage, these improvements are already available on your account. For more information on what you can do with intelligent triage, see Intelligent triage resources.
If you’re in one of our supported industries for intents (retail, software, financial services, insurance, employee experience, travel, hospitality, and tourism, entertainment and gaming, and education) but don’t yet use intelligent triage, see Automatically detecting customer intent, language, or sentiment.
If you’re interested in using the Zendesk 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.
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