| Announced on | Rollout on |
| February 12, 2025 | February 12, 2025 |
We're excited to announce the ability to deactivate intents, giving admins greater control over intent management.
This announcement includes the following topics:
What is changing?
You can now deactivate intents directly from the list, ensuring unwanted intents are no longer detected on tickets.
Why is Zendesk making this change?
We’re focused on making intelligent triage easier to use and expanding its capabilities for all customers.
Earlier this year, we introduced the ability to add custom intents (EAP). Now, you can deactivate any intent as needed. This allows you to tailor intents to your unique business needs, improve automation accuracy, and build confidence in AI-powered decisions.
What do I need to do?
If you currently use intelligent triage, the ability to deactivate an intent is automatically available on your account. To deactivate intents, see Viewing and managing intelligent triage predictions and Personalizing intelligent triage by creating custom intents (EAP).
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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