Using auto assist to solve tickets

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<p id="docs-hc-snippet" style="display: none;">Auto assist is an AI-powered assistant that helps you solve tickets faster. Using a large language model (LLM), auto assist understands the contents of submitted tickets and makes suggestions on how to solve them.</p>
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<p id="docs-ai-summary-content">Auto assist helps you solve tickets faster with AI-powered suggested replies, macros, and admin-written instructions. You can review, edit, approve, or dismiss suggestions, see the source behind them when available, and let pre-approved actions handle low-risk tasks. It helps you reduce repetitive work, keep responses consistent, and close more tickets.</p>
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<p class="p">Auto assist is an AI-powered assistant that helps you solve tickets faster. Using a large
language model (LLM), auto assist understands the contents of submitted tickets and
makes suggestions on how to solve them. </p>
<p class="p">When you’re working on tickets, auto assist suggestions appear where the composer would
otherwise be. These suggestions can include replies you can send to the customer,
actions auto assist can perform for you, or macros you use regularly. In most cases, you
review and approve suggestions before they’re applied, though some low-risk actions may
run automatically.</p>
<p class="p">Auto assist may also provide instructions written by your admin that are relevant to your
conversation. These instructions are steps you should follow to solve the ticket.</p>
<p class="p">With auto assist, you spend less time on repetitive tickets, solve tickets in a more
consistent way, and ultimately close more tickets. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="zug_ai_auto_assist__ul_p5z_fsh_4cc">
<li class="li"><a class="xref" href="#topic_kgw_5vc_j3c">Understanding auto assist suggestions</a></li>
<li class="li"><a class="xref" href="#topic_q1m_bth_4cc">Reviewing and editing an auto assist suggestion</a></li>
<li class="li"><a class="xref" href="#topic_lzb_nj3_5fc">Following instructions provided by
auto assist</a></li>
<li class="li"><a class="xref" href="#topic_qzh_cth_4cc">Taking over from auto assist suggestions</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="zug_ai_auto_assist__ul_aw1_lsh_4cc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866" target="_blank">About auto assist</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844184730" target="_blank">Using formatting options and controls in the
Agent Workspace</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kgw_5vc_j3c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding auto assist suggestions</h2>
<div class="body">
<p class="p">Auto assist provides different types of support based on your admin’s configuration.
Understanding how these suggestions work and what you can do will help you manage
your tickets more efficiently.</p>
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<th class="entry nocellnorowborder" id="d52e100">Suggestion type</th>
<th class="entry cell-norowborder" id="d52e103">Description</th>
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<tbody class="tbody">
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<td class="entry nocellnorowborder" headers="d52e100"><strong class="ph b">Suggested replies</strong></td>
<td class="entry cell-norowborder" headers="d52e103">
<p class="p">You can edit the wording and formatting before sending a suggested
reply. Suggested actions can be removed, or you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466-Using-auto-assist-to-solve-tickets#topic_qzh_cth_4cc" target="_blank">take over the ticket</a>
to perform a different one.</p>
<p class="p">New auto assist suggestions may appear when you're editing a
suggested reply and the ticket is updated, such as when the end
user sends another reply.</p>
<p class="p">Auto assist adapts its suggested text responses to match the tone
and writing style of your conversation with an end user. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8761641980698#topic_eck_hmp_22c" target="_blank">About communication guidelines</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e100"><strong class="ph b">Suggested macros</strong></td>
<td class="entry cell-norowborder" headers="d52e103">
<p class="p">You can edit the wording, formatting, and remove all actions from a
suggested macro before approving and applying it.</p>
<p class="p">Suggested macros may include unsupported actions, such as starting
side conversations, or unsupported elements, such as internal notes
or attachments. If you approve a suggested macro with an
attachment, it will be sent to the end user even though you can't
preview the attachment.</p>
</td>
</tr>
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<td class="entry row-nocellborder" headers="d52e100"><strong class="ph b">Manual instructions</strong></td>
<td class="entry cellrowborder" headers="d52e103">
<p class="p">The instructions auto assist suggests are different from other auto
assist suggestions. Auto assist doesn't generate these
instructions. They're written by your admin. Instead of reviewing
and approving them like other suggestions, you perform the steps
manually and mark them complete when you're done.</p>
<p class="p">For example, if you're working on a ticket for a product return,
auto assist might suggest a reply asking for the user's order
number and other information. After the user replies, auto assist
might then provide instructions on how to log in to your internal
inventory management system and submit the return.</p>
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<p class="p">Your admin may have pre-approved certain actions so that auto assist can perform them
automatically and help you save time. <strong class="ph b">Pre-approved actions</strong> are typically
actions that gather information, such as checking an order's shipping status, or
actions that are regularly accepted by you and other agents. In most cases, actions
that update data, such as refunding an order, still require your approval before
they can be performed.</p>
<p class="p">When auto assist performs an action automatically, you'll see a log of the action in
the ticket conversation. It is clearly marked and isn't attributed to you. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978#topic_d34_qt1_g3c" target="_blank">Understanding pre-approved actions</a>
to learn more.</p>
<p class="p"><img class="image" id="topic_kgw_5vc_j3c__image_vql_prz_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_preapproved_action_conv_log.png" width="300"></p>
<p class="p">Pre-approved actions are also recorded in the ticket's events log. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970#topic_chy_3sk_23c" target="_blank">Viewing all events for ticket updates</a>
to learn more about how auto assist information appears in a ticket's events log.</p>
</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_q1m_bth_4cc">
<h2 class="title topictitle2" id="ariaid-title3">Reviewing and editing an auto assist suggestion</h2>
<div class="body">
<p class="p">You can review and edit auto assist suggestions before accepting them.</p>
<p class="p"><strong class="ph b">To review and edit an auto assist suggestion</strong></p>
<div class="p">
<ol class="ol" id="topic_q1m_bth_4cc__ol_q4t_wr3_4cc">
<li class="li">In the Agent Workspace, open a ticket. </li>
<li class="li">In the ticket, review the auto assist suggestion that appears in the
composer.<p class="p"><img class="image img0screnshot" id="topic_q1m_bth_4cc__image_t4r_ycz_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto_assist_suggestion_composer.png" width="800"></p>
<div class="p">
<div class="note tip" id="topic_q1m_bth_4cc__note_n14_c4s_rdc">
<span class="tiptitle">Tip:</span> Hover your mouse over the info
icon (<img class="image" id="topic_q1m_bth_4cc__image_fxd_h4s_rdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/info_icon.png">) to see why auto assist generated the
suggestion. If you have permission, you can also <a class="xref" href="#topic_abz_r5t_khc">view the source</a>
used to generate the suggestion.</div>
</div>
<p class="p">If you were already typing a reply, the suggestion appears in a
banner above the composer. Click the banner to open the suggestion.</p>
<p class="p">
<img class="image img-screenshot" id="topic_q1m_bth_4cc__image_i51_hkz_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto_assist_suggestion_in_banner.png" width="500"></p>
<p class="p">You can do the following:</p>
<ul class="ul" id="topic_q1m_bth_4cc__ul_fwj_jdz_xjc">
<li class="li">
<strong class="ph b">Approve suggestion</strong>: If the suggestion is what you want to
send or the action is what you want to perform, click
<strong class="ph b">Approve</strong>. </li>
<li class="li">
<strong class="ph b">Edit suggestion</strong>: To edit the suggestion, click in the
composer and update the wording or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844184730" target="_blank">edit the formatting</a> by
clicking the <strong class="ph b">T</strong> icon at the bottom of the comment field.
Actions can't be edited.<p class="p">All formatting tools are available for
auto assist suggestions on the email channel except for lists.
On the messaging channel, indents and tables aren’t
available.</p>
<p class="p">Click <strong class="ph b">Undo</strong> to return to the unedited
suggestion.</p>
<p class="p"><img class="image img-screenshot" id="topic_q1m_bth_4cc__image_sff_5dz_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto_assist_undo_edit.png" width="500"></p>
<p class="p">If the
ticket is updated while you're editing a suggestion, then new
suggestions may be available. Click <strong class="ph b">View suggestions</strong> to
review the new suggestions. </p>
<p class="p"><img class="image img-screenshot" id="topic_q1m_bth_4cc__image_cmm_h2z_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto_assist_overwrite_suggestion.png" width="500"></p>
<p class="p">Click <strong class="ph b">Apply</strong> to
approve the suggestion and overwrite the previous suggestion you
were editing. </p>
</li>
<li class="li">
<strong class="ph b">Review suggested macro</strong>: If the suggestion is a macro, click
its name to open a preview.<p class="p"><img class="image img-screenshot" id="topic_q1m_bth_4cc__image_qdm_5dj_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_agent_auto_assist_macro.png" width="600"></p>
<p class="p">The macro's preview shows any
ticket property actions it'll perform and its public reply. You
can make changes in the Agent Workspace if needed.</p>
<p class="p"><img class="image img-screenshot" id="topic_q1m_bth_4cc__image_rdm_5dj_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_agent_auto_assist_macro_preview.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Dismiss suggestion</strong>: Click the X in the upper-right corner of
the composer to dismiss the suggestion. You can <a class="xref" href="#topic_qzh_cth_4cc">take over from auto
assist</a> instead.</li>
<li class="li">
<strong class="ph b">Leave feedback</strong>: If the suggestion isn't helpful, click the
info icon <img class="image" id="topic_q1m_bth_4cc__image_cyg_cqz_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/info_icon.png">, then select <strong class="ph b">Leave
feedback</strong>.<p class="p">Select one of the predefined feedback options or
click <strong class="ph b">Other</strong> and enter your feedback. Then, click <strong class="ph b">Share
feedback</strong>.</p>
<p class="p">Your feedback helps improve the quality
of auto assist's suggestions.</p>
</li>
</ul>
<p class="p">Any replies sent and any actions taken are performed under your
name. You can view approved replies and actions in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970#topic_chy_3sk_23c" target="_blank">ticket's events</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_q1m_bth_4cc__image_ahq_g2k_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_aa_approved_events_log.png" width="400"></p>
<p class="p">Auto assist
provides a new suggestion after every customer response. </p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_abz_r5t_khc">
<h3 class="title topictitle3" id="ariaid-title4">Viewing sources for auto assist suggestions</h3>
<div class="body">
<p class="p">If you have the appropriate permission, you can view the source auto assist used
when generating a suggestion.</p>
<p class="p">Sources are displayed when suggestions are based on procedures, public help
center articles, or similar solved tickets. Suggestions can be generated from
other sources, but these sources aren't displayed in auto assist's rationale.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866#topic_gfy_bbh_pgc" target="_blank">Understanding auto assist sources for
suggestions</a> to learn more. </p>
<div class="p">
<strong class="ph b">To view the source auto assist used for a suggestion</strong><ol class="ol" id="topic_abz_r5t_khc__ol_j3v_3wt_khc">
<li class="li">In the Agent Workspace, open a ticket.</li>
<li class="li">In the ticket, review the suggestion in the <strong class="ph b">Auto assist</strong>
panel.</li>
<li class="li">Hover your mouse over the info icon (<img class="image" id="topic_abz_r5t_khc__image_q5d_zwt_khc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/info_icon.png">).<p class="p"><img class="image" id="topic_abz_r5t_khc__image_frf_qxt_khc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_auto_assist_suggestion_sources.png" width="600"></p>
Auto assist displays its
rationale and, if the suggestion was generated from a procedure, help
center article, or similar solved tickets, it displays the sources.</li>
<li class="li">(Optional) Click the title of the source to open it.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_lzb_nj3_5fc">
<h2 class="title topictitle2" id="ariaid-title5">Following instructions provided by auto assist</h2>
<div class="body">
<p class="p">If your admin has written instructions that are relevant to your ongoing
conversation, auto assist may show them to you so that you can follow them to help
solve the ticket.</p>
<div class="p">
<strong class="ph b">Following instructions provided by auto assist</strong><ol class="ol" id="topic_lzb_nj3_5fc__ol_cty_km3_5fc">
<li class="li">In Agent Workspace, open a ticket.</li>
<li class="li">Above the Auto assist panel, hover your mouse over the provided
<strong class="ph b">Instructions</strong> for an overview.<p class="p"><img class="image img-screenshot" id="topic_lzb_nj3_5fc__image_awg_tm3_5fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_agent_review_instructions.png" width="600"></p>
<p class="p">Auto assist might
also suggest a reply. Click <strong class="ph b">Approve</strong> to accept the suggestion and
send the reply.</p>
</li>
<li class="li">Click the instructions to open them in the Knowledge panel.<p class="p"><img class="image img-screenshot" id="topic_lzb_nj3_5fc__image_hcc_2n3_5fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_agent_instructions_knowledge.png" width="500"></p>
</li>
<li class="li">Perform the steps and click <strong class="ph b">Completed</strong> when you're done.<p class="p">If you try
to complete the steps but can't, click <strong class="ph b">Not completed</strong>.</p>
<p class="p">If
the instructions are irrelevant, you can ignore them and don’t need to
click anything.</p>
</li>
<li class="li">Continue the conversation with the user.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_qzh_cth_4cc">
<h2 class="title topictitle2" id="ariaid-title6">Taking over from auto assist suggestions</h2>
<div class="body">
<p class="p">If you don’t want to receive help from auto assist on a ticket, you can take over and
interact with the ticket as you normally would. </p>
<p class="p"><strong class="ph b">To take over from auto assist suggestions</strong>
</p>
<div class="p">
<ol class="ol" id="topic_qzh_cth_4cc__ol_vdk_5s3_4cc">
<li class="li">In Agent Workspace, open a ticket. </li>
<li class="li">In the Auto assist panel, click the auto assist icon (<img class="image" id="topic_qzh_cth_4cc__image_mxz_nxw_xcc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/ai_auto_assist_icon.png">) to toggle auto assist suggestions
off.<div class="note note">
<span class="notetitle">Note:</span> You can reply with a macro without turning auto assist
off.</div>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882" target="_blank">Compose messages in the Agent
Workspace</a> as normal. <p class="p">If you want to return to the auto assist
suggestions, click the auto assist icon (<img class="image" id="topic_qzh_cth_4cc__image_p4m_sxw_xcc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/ai_auto_assist_icon.png">) again.</p>
<p class="p"><img class="image img-screenshot" id="topic_qzh_cth_4cc__image_ck1_zxw_xcc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/ai_auto_assist_composer_return.png"></p>
</li>
</ol>
</div>
</div>
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