Ability to remove default intent categories and bulk update custom intents

Agreed. This is a strange omission. If you can add something, you should be able to remove it. Basic UX requirements folks.

This would be huge - please implement this. 

Hello Magda, 

"Regarding the ability to remove default intent category, when the intents under the categories are disabled, the categories no longer appear on the intent list when it has the filter status = active. "

this maybe correct - but it only applies to the Intent list - and that seems to be buggy. Because I can still find deactivated intents inside the trigger selections? Also inside the manual is intent selection for each ticket. 

When I deactivate the intents - they shouldn't show up in other places. 

Commenting to try to increase visibility/priority on this:

We use Zendesk almost exclusively for IT related tasks. When there are entire categories of intents such as “Travel” which are not applicable to our tasks, it would be nice to be able to bulk-delete them, as the presence of dozens of intents increases the odds that something will be mislabeled and that triggers/routing won't apply properly. This ineffectiveness really discourages us from using intents, which could be very useful to us for automatic routing if only there were the bulk edit/delete options, or even the option to start from scratch with no default intents.

Hi everyone — I wanted to add some context about why the ability to remove default intent categories and bulk manage custom intents is critically important, not just “nice to have.”

We’re seeing significant operational impact from the current limitations:

1. Default intents are polluting agent workflows

• The default intent categories trigger on tickets that don’t match the actual topic, cluttering views, automations, and reporting.
• Agents spend extra time correcting intent mis-labels instead of focusing on resolution.
• This is especially harmful when automation is built on intent — misclassification creates false activity, not real work.

2. Reporting becomes misleading

• Intent data should be meaningful — right now it isn’t. Default intents distort the numbers, so reports show activity that is not representative of what teams are actually handling.
• This leads to misinformed decisions by leadership, because the intent data doesn’t reflect true customer needs.

3. No way to clean up or de-conflict

• We cannot delete default intents that are irrelevant to our business.
• We cannot bulk update or retire old custom intents after workflows evolve.
• Every time we make changes it’s manual and repetitive — an unnecessary overhead that grows over time.

4. Scale and accuracy are being blocked

As we grow our use of Copilot + Intelligent Triage, we need intent tracking to be accurate, maintainable, and manageable at scale — but the current restrictions actively work against all three.

This isn’t just a feature request — it’s a usability and data integrity problem that affects:

1. Agent productivity
2. Reporting validity
3. Automation reliability
4. Ability to trust intent-based outcomes

We’d really appreciate an update on whether Zendesk is planning to support:

• Removal or disabling of default intent categories from the UI
• Bulk editing / bulk retirement of custom intents
• Better control over intent taxonomy overall

Thanks!

Commenting as well, this needs to be fixed asap! While I understand the current limitation because of how ticket fields operate, it does seem fixable by simply allowing us to create a new “Intent” ticket field that can be assigned to the AI Intents section. That preserves the old Intents and allows us to create our custom Intents. However, the system generated Intent are not relevant and I honestly would not mind losing that data. We are hoping to get our custom intents to a 90% accuracy rate, but agents shouldn't have to weed through fields to find the active options when manually adjusting. Thank you!!!

Commenting to give a little heads up, what has worked for us.

We created a custom app. Within this app, we performed a full-text search on the intents and filtered out all inactive intents. To do this, we had to expand the description of all inactive intents, for example, by adding "(inactive)" to the beginning. Then we added an update function to allow users to modify the intent via the app.

Worked great and was realy easy - so this should be a fix that should come fast.