Intelligent triage (workflows) in Zendesk Copilot: what does this AI read, and can you turn it off?

Checked on October 28, 2026 by verification chain vchain-1

Whether it is on by default is not yet verified; it can be turned off.

The facts, edition by edition

	All editions
What the AI does	Two vendor statements Act “Intelligent triage use cases and workflows” [2] Analyze “Intelligent triage classifications, including topic, sentiment, and language, give agents additional context about the ticket that helps them resolve customer requests quickly.” [3] Sort “Automatically classifies every ticket, giving agents and admins a clear view of what customers need and why.” [1] dated copy
Model	Not yet verified
What it reads	Tickets “Automatically classifies every ticket, giving agents and admins a clear view of what customers need and why.” [1] dated copy
Where the data goes	Not yet verified
Trains on your data	No “These features leverage large language models (LLMs) developed by third-party vendors, which are not trained on Zendesk data.” [4] dated copy
On by default	Not yet verified
Can be turned off	Yes “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” “Copilot AI features are grouped in a centralized AI hub and identified to admins, who have the ability to turn off any feature at their discretion.” [3] dated copy
Billing	Not yet verified
Feature type	Not yet verified
Frameworks the catalog links to it	Not yet verified

What the AI does: Two vendor statements
Act “Intelligent triage use cases and workflows” [2]
Analyze “Intelligent triage classifications, including topic, sentiment, and language, give agents additional context about the ticket that helps them resolve customer requests quickly.” [3]
Sort “Automatically classifies every ticket, giving agents and admins a clear view of what customers need and why.” [1]
dated copy
Model: Not yet verified
What it reads: Tickets “Automatically classifies every ticket, giving agents and admins a clear view of what customers need and why.” [1] dated copy
Where the data goes: Not yet verified
Trains on your data: No “These features leverage large language models (LLMs) developed by third-party vendors, which are not trained on Zendesk data.” [4] dated copy
On by default: Not yet verified
Can be turned off: Yes “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” “Copilot AI features are grouped in a centralized AI hub and identified to admins, who have the ability to turn off any feature at their discretion.” [3] dated copy
Billing: Not yet verified
Feature type: Not yet verified
Frameworks the catalog links to it: Not yet verified

All editions: Yes “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” “Copilot AI features are grouped in a centralized AI hub and identified to admins, who have the ability to turn off any feature at their discretion.” [3] dated copy

Linked frameworks will appear once the reference set is published.

No change since first publication.

This fact sheet says nothing about your setup: the free readout, in French for now, reads it in your tools.