AI-generated ticket summaries 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 | Summarize “Turning on and configuring AI-generated ticket summaries” “Ticket summaries use generative AI to recap the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.” “Ticket summaries provide a quick recap of public comments helping agents get up to speed and respond to customers faster.” [3] dated copy |
| Model | Not yet verified |
| What it reads | Tickets “Turning on and configuring AI-generated ticket summaries” “Ticket summaries provide a quick recap of public comments helping agents get up to speed and respond to customers faster.” [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 “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” [4] 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
- Summarize “Turning on and configuring AI-generated ticket summaries” “Ticket summaries use generative AI to recap the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.” “Ticket summaries provide a quick recap of public comments helping agents get up to speed and respond to customers faster.” [3] dated copy
- Model
- Not yet verified
- What it reads
- Tickets “Turning on and configuring AI-generated ticket summaries” “Ticket summaries provide a quick recap of public comments helping agents get up to speed and respond to customers faster.” [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 “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” [4] 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 “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” [4] 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.