Hide Inactive Intents from the "Intent" Dropdown Field | Community
Skip to main content
Accepted

Hide Inactive Intents from the "Intent" Dropdown Field

Related products:Zendesk AI & automation
  • December 11, 2025
  • 6 replies
  • 0 views
Garrett12

The Problem

When manually reviewing or correcting the Intent field on a ticket form, the field currently displays all Intents that have ever been created in the system, including those that have been explicitly deactivated.

This behavior is problematic because:

  1. Severe Clutter: Our organization has over 60 active Intents, but we have deactivated many default or experimental Intents. These inactive Intents appear in the dropdown, making the list extremely long and visually cluttered.
  2. Confusion: Agents or Admins occasionally select the wrong (inactive) Intent, which can break reporting workflows, macros, and triggers.

The Request

We would like the Intent field on the ticket form to only populate with Intents that are set to “Active”. If an Intent is set to “Inactive”, it should be suppressed from the drop down menu. This feature is essential for maintaining the efficiency gained from custom intents:

  • Improved Agent Efficiency: Agents can classify tickets faster by eliminating deprecated options.
  • Data Integrity: Reduces the risk of agents manually applying an inactive Intent, which can lead to reporting errors and automation failures.
  • Scalability: As organizations create, test, and deprecate more Intents, the current behavior becomes unsustainable and unusable.

    6 replies

    Shawna11
    • Shawna11
    • Community Manager
    • December 13, 2025
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
     
    Hege12
    • Hege12
    • December 15, 2025

    Strongly agree with this request.
     

    Inactive intents should be removed consistently, including from the Intent ticket field.
     

    Today, deactivated intents continue to appear in the ticket field and remain selectable in conditions for triggers and automations. In addition, the ticket field does not update when an intent is renamed, which leads to outdated values that no longer reflect the actual intent model.
     

    This creates practical problems:

    • It becomes difficult and time-consuming to find the correct intent when configuring triggers and automations.
    • Deactivated intents clutter the list and increase the risk of selecting the wrong value.
    • Renamed intents appearing under old names make intent-based conditions hard to reason about and maintain.

    If intents are deactivated or renamed, those changes should be reflected everywhere the intent is exposed, especially in the Intent ticket field. This would significantly improve usability and reduce errors for admins working with intent-based workflows.

    J
    • Jan26
    • December 31, 2025

    Hey guys, 

    i also strongly agree.

     

    This shouldn't be a feature in the first place - it should be standard. It feels more like a bug, because it makes no sense that they are still displayed.

    J
    • Judy11
    • January 6, 2026

    Agreed. We've had to preface intents or create new intents with company abbreviation to make to it easier for the team to filter and ID valid intents. at minimum we should be able to exclude entire categories of intents that are not relevant to our org/industry. Agents have enough to do and creating more noise does not help improve the agent experience. Generally intents are not user friendly as is and not getting much positive feedback from the team. Overall seen as a miss across our org. 

    Magda11
    • Magda11
    • January 9, 2026
    Thank you for taking the time to provide us with this feedback! 
     
    [FOR BACKLOG] This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
     
    Thank you again for your feedback and for being a valuable customer with Zendesk.
    Rohit15
    • Rohit15
    • March 4, 2026

    +1 to the above. I hope Zendesk team implements it sooner that later. 

    Terms & ConditionsCookie settingsAccessibility statement