Custom intent categories: Tailor intelligent triage to your business needs | What's New

Every business has support issues that don’t fit neatly into prebuilt categories.

Custom intent categories let admins define intents, categories, and subcategories that reflect their unique support needs. By customizing how tickets are classified, intelligent triage can more accurately predict what incoming requests are about—helping teams organize work and route tickets more effectively.

Want more control over how tickets are classified? See Custom intent categories in action: https://zdsk.co/4s430LC

Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

🙌 Trial Zendesk for free: https://zdsk.co/Zendesk2026
🎥 Subscribe to our YouTube channel: https://zdsk.co/ZendeskYouTube

Join us on other social media channels:
👉 LinkedIn: https://zdsk.co/ZendeskLinkedIn2026
👉 X: https://zdsk.co/ZendeskX
👉 Facebook: https://zdsk.co/ZendeskFacebook
👉 Reddit: https://zdsk.co/ZendeskReddit
👉 Instagram: https://zdsk.co/ZendeskInstagram
👉 TikTok: https://zdsk.co/ZendeskTikTok

#Zendesk #IntelligentTriage #Copilot #SupportAutomation #CustomerSupport #AIinCX