Zendesk Pushed Copilot Intelligent Triage Down Into Suite and Support Professional at No Extra Cost — Classic Free-Tier Cannibalization

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Zendesk's August 2026 release notes state that Copilot intelligent triage — automatic classification of incoming tickets by topic, sentiment, language and entities — is now included in Suite and Support Professional plans and above at no additional cost, after previously sitting in higher tiers. Auto Assist also now draws on external sources including Confluence, Notion and web crawlers alongside internal knowledge, and uses solved tickets as suggestions across all channels. When AI-native competitors sell resolution outright, the incumbent defense is to make the AI feature free at mid-tier — which permanently removes it as an upsell line.