Using AI to generate a first reply in a ticket

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">You can use AI-generated suggested first replies to quickly respond to tickets, saving time and boosting productivity. These replies are based on your existing macros and help center articles. You can send suggestions as is, edit them before sending, or reject them to write your own response. Suggested replies may include macro actions when applied, helping streamline your ticket handling process.</p>
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<p class="p">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.</p>
<p class="p">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). You can't influence the content of suggested
replies. To learn more about the context and sources used to generate suggestions, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037936748570#id_ubm_nf3_xcc" target="_blank">About suggested first replies</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zug_ai_suggested_replies__ul_rwp_vp3_1bc">
<li class="li"><a class="xref" href="#topic_bfs_hp3_1bc">Sending a suggested reply as is</a></li>
<li class="li"><a class="xref" href="#topic_yxh_3p3_1bc">Updating and sending a suggested reply</a></li>
<li class="li"><a class="xref" href="#topic_slk_jp3_1bc">Rejecting a suggested reply</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_suggested_replies__ul_gqx_4f3_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037936748570" target="_blank">Turning on suggested first replies</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037982400794" target="_blank">Explore recipe: Reporting on suggested first
replies</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bfs_hp3_1bc">
<h2 class="title topictitle2" id="ariaid-title2">Sending a suggested reply as is</h2>
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<p class="p">If a suggested reply is populated in the composer and is ready to be sent as is, you
can send it right away. </p>
<p class="p"><strong class="ph b">To send a suggested reply</strong></p>
<ol class="ol" id="topic_bfs_hp3_1bc__ol_f3l_cq3_1bc">
<li class="li">Within a ticket, review the text of the suggested reply in the
composer.<p class="p"><img class="image" id="topic_bfs_hp3_1bc__image_wr4_wq3_1bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_replies_accept_updated.png" width="600"></p>
<p class="p">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).</p>
</li>
<li class="li">(Optional) Click the link in the banner to see either:<ol class="ol" id="topic_bfs_hp3_1bc__ol_qlj_zf3_xcc" type="a">
<li class="li">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 <strong class="ph b">Apply Macro</strong> to apply it right away, or click <strong class="ph b">Cancel</strong>
to return to the composer with the suggested reply.<p class="p"><img class="image" id="topic_bfs_hp3_1bc__image_wy1_3g3_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_replies_macro_details.png" width="600"></p>
</li>
<li class="li">The full text of the help center article. This information appears in
the Knowledge section of the context panel.<p class="p"><img class="image" id="topic_bfs_hp3_1bc__image_zgp_gg3_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_replies_HC_content.png" width="600"></p>
</li>
</ol>
</li>
<li class="li">Press the <strong class="ph b">Tab</strong> key to accept the suggestion. </li>
<li class="li">Click <strong class="ph b">Submit</strong> to submit the suggested reply as a ticket comment.<p class="p">If the
suggested reply came from a macro, any actions associated with the macro are
also performed.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yxh_3p3_1bc">
<h2 class="title topictitle2" id="ariaid-title3">Updating and sending a suggested reply</h2>
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<p class="p">If a suggested reply needs a few tweaks, you can quickly update and send it. </p>
<p class="p"><strong class="ph b">To update and send a suggested reply</strong></p>
<ol class="ol" id="topic_yxh_3p3_1bc__ol_g2f_fq3_1bc">
<li class="li">Within a ticket, review the text of the suggested reply in the composer. </li>
<li class="li">Press the <strong class="ph b">Tab</strong> key to accept the suggestion. </li>
<li class="li">Edit the text of the suggestion as necessary. <p class="p">Autocomplete suggestions appear
as you type. Press the <strong class="ph b">Tab</strong> key to accept them, or keep
typing.</p>
<p class="p"><img class="image" id="topic_yxh_3p3_1bc__image_zlh_yq3_1bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_replies_update.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to submit the updated suggested reply as a ticket
comment.<p class="p">If the suggested reply came from a macro, any actions associated
with the macro are also performed.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_slk_jp3_1bc">
<h2 class="title topictitle2" id="ariaid-title4">Rejecting a suggested reply</h2>
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<p class="p">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 suggest reply
doesn't retrain agent copilot or cause it to suggest replies less often.</p>
<p class="p"><strong class="ph b">To reject a suggested reply</strong></p>
<ol class="ol" id="topic_slk_jp3_1bc__ol_ocl_jq3_1bc">
<li class="li">Within a ticket, review the text of the suggested reply in the composer. </li>
<li class="li">Reject the suggested reply by taking either of the following actions: <ul class="ul" id="topic_slk_jp3_1bc__ol_lss_jq3_1bc">
<li class="li">Press the <strong class="ph b">Escape</strong> key. </li>
<li class="li">Start typing your own response. <p class="p"><img class="image" id="topic_slk_jp3_1bc__image_ls3_zq3_1bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_replies_reject.png" width="600"></p>
If you later delete your
own response from the composer without sending it, the suggested reply
appears again for you to accept or reject.</li>
</ul>
</li>
</ol>
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