| Announced on | Rollout on |
| January 6, 2025 | February 10, 2025 |
As recently announced, Zendesk’s agent copilot is now generally available, with a broad set of tools designed to assist agents so they can efficiently provide the best possible customer experience.
Customers using the legacy version of these features were given time to upgrade to the new experience. Today, we're announcing an official date when the legacy versions of these features will be discontinued.
You are a legacy customer if you purchased Advanced AI before or on October 9, 2024 and haven’t migrated to the new agent copilot experience.
This announcement contains the following topics:
What's changing?
Some AI features, such as intent, summary, and merging suggestions, are now intuitively embedded in the Agent Workspace UI as part of agent copilot, allowing your agents to more seamlessly leverage them while handling tickets. As a result, we’ll be removing old versions of these features on February 10, 2025. Any accounts that haven’t opted in to the new experience by that date will automatically see the new and improved functionality on February 10, 2025.
You can find a full list of these features here and see their legacy experience in the “Before opting in to agent copilot” column, and the new experience in the “After opting in to agent copilot” column.
What do I need to do?
If you purchased Advanced AI on or before October 9, 2024 and are using any of the legacy functionality noted above, we encourage you to:
- Review How to opt in to agent copilot.
- Inform your agents of the upcoming enhancements to the user experience.
- When you’re ready, opt in to the new experience by completing this form prior to February 10, 2025.
Questions?
For additional detail, see About agent copilot.
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.