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Zendesk Made Copilot Intelligent Triage Free in Suite and Support Professional and Set a December 10 Kill Date for Its Legacy Bot Builder
Zendesk's August 2026 release notes move Copilot intelligent triage into Suite and Support Professional plans and above at no extra cost, giving automatic AI classification by topic, sentiment, language and entities to customers who previously paid for it. Auto Assist now pulls suggestions from Confluence, Notion and web crawlers alongside internal articles and similar solved tickets. Development on the legacy AI agents Essential tier and bot builder stops Aug 31, 2026 with full shutoff Dec 10, 2026, and the Essential/Advanced split disappears into one offering. This is free-tier cannibalization by the incumbent, aimed squarely at standalone AI support vendors selling triage as a product.
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