features ai zendesk

Announcing the “Intent” to “Topic” terminology update in the Copilot add-on

14 May 2026 1 source

Zendesk

Announced on Rollout on May 26, 2026 June 10, 2026 Starting June 10, 2026, existing Copilot customers will see “Topic” instead of “Intent” across the in-product experience. This change makes it clearer that the AI is identifying the customer issues and requests in tickets. It also supports the ongoi

Sources

Announcing the “Intent” to “Topic” terminology update in the Copilot add-on

Zendesk Announcements 14 May 2026

Announced on Rollout on May 26, 2026 June 10, 2026 Starting June 10, 2026, existing Copilot customers will see “Topic” instead of “Intent” across the in-product experience. This change makes it clearer that the AI is identifying the customer issues and requests in tickets. It also supports the ongoi