| Announced on | EAP starts on | General availability on |
| August 4, 2025 | August 4, 2025 | October 6, 2025 |
We’re excited to announce that the ability to view AI agent conversations as tickets will be available in an early access program (EAP) on August 4, 2025, with general availability starting on October 6.
This announcement answers the following questions:
What’s changing?
Conversations between your AI agents and end users that were never escalated can now be viewed as read-only tickets in Support and Agent Workspace.
Previously, conversations between AI agents and end users that weren’t escalated to a human agent did not become tickets in Zendesk Support. This meant they weren’t visible to agents or admins via ticket views or Agent Workspace.
With this update, these conversations will now be visible as tickets in Support and Agent Workspace. In future iterations, we plan to add more capabilities to these AI agent tickets, including adding tags, executing triggers and workflows, and reporting.
For more information, see Understanding and viewing AI agent tickets for AI agent–only conversations (EAP).
Why is Zendesk making this change?
We’ve heard your feedback that you want greater visibility and control over conversations handled by your AI agents. Previously, there wasn’t a straightforward way to access, review, and manage these interactions, making it difficult to monitor AI agent performance and understand automated resolutions. With this update, AI agent conversations will now become tickets, allowing them to appear in ticket views just like any other ticket.
Previously, conversations between an AI agent and your end users that weren’t escalated to a human agent were only stored as conversation transcripts in Admin Center for 30 days. To provide you with better visibility on AI agent performance, automated resolutions, and ticket history for returning end users, we're generating tickets for these conversations.
These tickets will enable you to see conversations between your AI agent and end users inside Agent Workspace. These conversations will be created as read-only tickets for our initial release. Once these conversations get escalated to an agent, your existing workflows for handling these tickets will come into effect as they do today.
What do I need to do?
If you would like to participate in the EAP, you can find more details and sign-up information here. If you prefer to wait until the general availability release, no action is needed at this time. When the feature is generally available, you’ll automatically get access and can begin setting up your views to see these tickets in Agent Workspace right away.
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.