Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
We use Intents (Goals) to automatically route tickets and determine AI-driven responses based on internal procedures. Current limitations in managing default and custom intents reduce flexibility and create significant administrative overhead. This mainly affects admins configuring the system and agents who depend on accurate routing and automation.
What problem do you see this solving? (1-2 sentences)
Zendesk does not allow us to disable all default intents or reorganize intents after creation, which makes the structure rigid and hard to maintain. Because views can only filter on individual intents, this leads to inefficient and time-consuming configuration.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This issue occurs whenever we update routing logic, reporting, or AI workflows, which happens regularly as our support setup evolves. Recently, we had to manually select more than 50 individual intents across multiple views because grouping or tagging was not possible. There is also at least one unused default intent that cannot be disabled and continues to appear in our workspace. This increases admin workload, creates room for configuration errors, and limits how efficiently we can scale our automation.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, we created separate high-level categories such as internal and external to introduce some structure. However, we still need to manually select many individual intents per view, which is not sustainable.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
We would like the ability to disable unused default intents and to move or rename intents after creation. Most importantly, we want to assign tags to intents so views, triggers, and automations can filter on tags instead of individual intents.