Using AI to generate a first reply in a ticket


The suggested first replies feature uses generative AI to suggest a first ticket response for you. Using AI-generated suggestions to respond to tickets saves you time and helps increase your productivity.


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Use AI-generated suggested replies to save time and boost productivity by quickly responding to tickets. Suggested replies appear in the Agent Workspace composer, drawing from macros, help center articles, or a large language model. You can send them as is, update them, or reject them to craft your own response. This feature helps streamline your workflow and enhance customer interactions.





The suggested first replies feature uses generative AI to suggest a first ticket response
for you. Using AI-generated suggestions to respond to tickets saves you time and helps
increase your productivity.
Suggested first replies are populated in the Agent Workspace composer for the first
response in each ticket. The content of suggested first replies is based on existing
macros and help center articles from your Zendesk account or, sometimes, from content
generated by a large language model (LLM).
This article contains the following topics:

Sending a suggested reply as is
Updating and sending a suggested reply
Rejecting a suggested reply

Related articles:

Turning on suggested first replies
Explore recipe: Reporting on suggested first
replies



Sending a suggested reply as is

If a suggested reply is populated in the composer and is ready to be sent as is, you
can send it right away.
To send a suggested reply

Within a ticket, review the text of the suggested reply in the
composer.
The banner above the composer
tells you whether the suggestion is coming from a macro (in which case the
suggested text matches the macro exactly) or a help center article (in which
case the suggested text has been summarized by AI).

(Optional) Click the link in the banner to see either:
The full text of the macro and any additional actions the macro will
perform. This information appears in a new window. From here you can
click Apply Macro to apply it right away, or click Cancel
to return to the composer with the suggested reply.

The full text of the help center article. This information appears in
the Knowledge section of the context panel.



Press the Tab key to accept the suggestion.
Click Submit to submit the suggested reply as a ticket comment. If the
suggested reply came from a macro, any actions associated with the macro are
also performed.





Updating and sending a suggested reply

If a suggested reply needs a few tweaks, you can quickly update and send it.
To update and send a suggested reply

Within a ticket, review the text of the suggested reply in the composer.
Press the Tab key to accept the suggestion.
Edit the text of the suggestion as necessary. Autocomplete suggestions appear
as you type. Press the Tab key to accept them, or keep
typing.


Click Submit to submit the updated suggested reply as a ticket
comment. If the suggested reply came from a macro, any actions associated
with the macro are also performed.





Rejecting a suggested reply

If a suggested reply isn’t an appropriate response to a customer’s question, you can
reject it and type your own response. Keep in mind that rejecting a suggested reply
doesn't retrain agent copilot or cause it to suggest replies less often.
To reject a suggested reply

Within a ticket, review the text of the suggested reply in the composer.
Reject the suggested reply by taking either of the following actions:
Press the Escape key.
Start typing your own response.
If you later delete your
own response from the composer without sending it, the suggested reply
appears again for you to accept or reject.






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