| Announced on | Rollout on |
| February 4, 2025 | February 4, 2025 |
We’re excited to announce a significant enhancement to our Advanced AI add-on for new customers.
This article contains the following topics:
What’s changing?
Starting February 4, 2025, new Advanced AI customers will have certain AI-powered agent and admin capabilities turned on by default, streamlining your experience and maximizing the value you receive from our platform.
The following features will be automatically activated for customers purchasing the Advanced AI add-on:
- Intelligent triage detection of intent (if an intent model is assigned), language, and sentiment
- Similar tickets
- Merging suggestions
- Quick answers for Agent Workspace
- Enhance writing
Note: Because of their need for further configuration, auto assist, suggested first replies, and suggested macros will remain off by default and will require manual activation by admins.
Why is Zendesk making this change?
Most AI features are designed to integrate seamlessly into agents' workflows, making them non-disruptive and self-explanatory. Therefore, after purchasing the Advanced AI add-on, there is no compelling reason to keep these features off by default. Admins still have the flexibility to turn off any specific feature.
What do I need to do?
No action is required from you. However, if you want to configure or turn off any of these features, see the links above.
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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