Suggest tickets to merge in Zendesk Suite: 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
|
| Model | Not yet verified |
| What it reads | Tickets “Turning on merging suggestions for tickets” “Merging suggestions displays tickets submitted by the same requester two weeks before and after the current ticket was created.” [3] 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.” [5] dated copy |
| On by default | Not yet verified |
| Can be turned off | Yes “Check feature status and find guidance for turning individual features on or off.” “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” [3] dated copy |
| Billing | Included in the license “Zendesk offers a set of tools in the Suite, free of charge, as well as a robust set of tools in the Copilot add-on, available for purchase.” “Zendesk offers a set of tools in the Suite, free of charge” “The Zendesk Suite includes a basic set of AI tools at no additional cost” “5 uses / agent / month” “Each agent receives 5 uses per month, shared across the team.” [2] dated copy |
| Feature type | Not yet verified |
| Frameworks the catalog links to it | Not yet verified |
All editions
- What the AI does
- Two vendor statements
- Act “Turning on merging suggestions for tickets” [3]
- Analyze “Merging suggestions displays tickets submitted by the same requester two weeks before and after the current ticket was created.” [1]
- Model
- Not yet verified
- What it reads
- Tickets “Turning on merging suggestions for tickets” “Merging suggestions displays tickets submitted by the same requester two weeks before and after the current ticket was created.” [3] 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.” [5] dated copy
- On by default
- Not yet verified
- Can be turned off
- Yes “Check feature status and find guidance for turning individual features on or off.” “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” [3] dated copy
- Billing
- Included in the license “Zendesk offers a set of tools in the Suite, free of charge, as well as a robust set of tools in the Copilot add-on, available for purchase.” “Zendesk offers a set of tools in the Suite, free of charge” “The Zendesk Suite includes a basic set of AI tools at no additional cost” “5 uses / agent / month” “Each agent receives 5 uses per month, shared across the team.” [2] dated copy
- Feature type
- Not yet verified
- Frameworks the catalog links to it
- Not yet verified
To turn it off
- All editions: Yes “Check feature status and find guidance for turning individual features on or off.” “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” [3] dated copy
Frameworks the catalog links to it
Linked frameworks will appear once the reference set is published.
- All editions: Not yet verified
Sources
- Zendesk Pricing Plans, Zendesk, October 28, 2026
- Overview of Zendesk AI offerings, Zendesk, October 28, 2026
- Turning Zendesk AI features on or off, Zendesk, October 28, 2026
- About agent copilot, Zendesk, October 28, 2026
- Generative AI at Zendesk, Zendesk, October 28, 2026
Change log
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.