Stop switching AI features on without us asking (Copilot Ticket Summaries) | The place for Zendesk users to come together and share
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Stop switching AI features on without us asking (Copilot Ticket Summaries)

  • April 28, 2026
  • 6 replies
  • 83 views
G

Let’s talk about Copilot Ticket Summaries!
I didn’t really want to talk about them. 
In fact, we already did talk about them, tried them, and decided not to buy them. 


Then you decided to make it weird by forcing them on everyone as a freemium upsale, in the hopes we’ll love them so much we want to pay a severely discounted price for them for a short time before the AI compute bill comes due for us all. 
 

How do we opt out of having this unwanted and already-rejected feature enabled for our account? 

In advance, if you please.
I don’t want to have to wait for them to be switched on to switch them off. 
And if I may say so: This is a pattern of feature rollout with Zendesk that is starting to get annoying. 

      6 replies

      Vancouver
      • Vancouver
      • Contributor
      • April 29, 2026

      I agree that it is a bit frustrating to have to submit a form to opt out of a feature that you already rejected. I’ve also noticed it’s becoming a pattern to release new features that are turned on by default and sometimes with no way to turn them off.

        G
        • Glenn14
        • Author
        • Newcomer
        • April 29, 2026

        Ha, good to know - either the form was not yet available or I missed it reading the first time. 

        Not the first time ZD has introduced an external opt-out form after an outcry. 

          D

          That opt-out form has been available since this was first announced a few weeks ago. The announcement yesterday was the 2nd or 3rd announcement. This opt-out mechanism is problematic for me, given that my company’s web filtering rules block access to cloud storage platforms (amongst many blocks). I have to email links to Zendesk Google Docs stuff to my personal email to be able to fill in their forms.

          Beyond that, I find it ridiculous that these features are opt-out rather than opt-in. In no context should AI capabilities be activated outside of Admin control.

            R

            We just submitted feedback about that feature, please consider upvoting it for visibility: 

             

              Nick131
              • Nick131
              • June 2, 2026

              A hack in the meantime that may help is restricting access to the tools using the ‘Writing Tools’ section in the Admin Center. You can use group level access to ensure it is only visible to a smaller subset of users. 

              Nick Hutchinson
              Brett Bowser
              • Brett BowserCommunity Manager
              • Community Manager
              • June 3, 2026

              Hey everyone,

              I wanted to jump in and thank you all for sharing your feedback around these changes. Your frustrations are valid, and I’m following up with the relevant teams here at Zendesk so they’re aware of the issues you’ve raised.

              We will follow up here with another update once we have more to share. Thanks again!

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