Enhancing ticket comments using generative AI

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<p id="docs-hc-snippet" style="display: none;">Writing tools can help you improve the content of your ticket comments in different ways:</p>
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Enhance your ticket comments with generative AI tools available on select
plans. Use features like Expand, Simplify, and Rewrite in your tone to
adjust your responses. Change the tone to be more friendly or formal,
or use custom prompts for specific adjustments. Note that usage may be
limited monthly, and these tools are enabled by default unless your admin
has changed settings.
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<div class="body">

<div class="note attention">
<span class="attentiontitle"></span> Generative AI writing tools are available on Suite and Support
Professional plans and above, with a usage allowance that resets monthly. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10269211633050#topic_ydw_1rx_23c" target="_blank">Understanding monthly Copilot allowance
usage</a>.</div>
<p class="p">Writing tools can help you improve the content of your ticket comments in different
ways:</p>
<ul class="ul" id="ai_summarize_enhance__ul_oqh_bwc_3xb">
<li class="li">
<strong class="ph b">Expand</strong>: Rephrases the content of your comment with additional language.</li>
<li class="li">
<strong class="ph b">Simplify</strong>: Rephrases the content of your comment to be more concise and focus
on the main idea.</li>
<li class="li">
<strong class="ph b">Rewrite in your tone</strong>: Rephrases the content of your comment based on past
interactions between you and an end user in a specific ticket conversation.</li>
<li class="li">
<strong class="ph b">Make more friendly</strong>: Changes the tone of your comment so that it sounds more
conversational.</li>
<li class="li">
<strong class="ph b">Make more formal</strong>: Changes the tone of your comment so that it sounds more
professional.</li>
<li class="li">
<strong class="ph b">Write a custom prompt</strong>: Changes your comment based on the custom instructions
you enter that enhance or adjust the text.</li>
</ul>
<p class="p">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6948495103002" target="_blank">enhance writing</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8761641980698" target="_blank">communication guidelines (Copilot add-on only)</a> features,
which include the writing tools described above, are turned on by default. Unless your
admin has made changes, you’ll have access to these tools in the Agent Workspace.</p>
<p class="p"><iframe controls="controls" height="225" src="https://zendesk.wistia.com/medias/2frr8wfaxp" width="400"></iframe></p>
<p class="p"><em class="ph i">Enhance writing (0:56)</em></p>
<p class="p">Depending on your plan type and how your admin has configured your account, you may have
only a certain amount of writing tool uses per month. When your account's usage
allowance is reached, you'll be notified in the composer.</p>
<p class="p"><img class="image img-screenshot" id="ai_summarize_enhance__image_r13_cky_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_free_writing_tools_limit_reached.png" width="400"></p>
<p class="p">To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10269211633050" target="_blank">Managing your Copilot AI feature usage</a>.</p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="ai_summarize_enhance__ul_qj5_5vc_3xb">
<li class="li"><a class="xref" href="#topic_r5d_xvc_3xb">Expanding a comment you're composing</a></li>
<li class="li"><a class="xref" href="#topic_hg5_2tp_q2c">Simplifying a comment you're
composing</a></li>
<li class="li"><a class="xref" href="#topic_fn1_bkp_22c">Rewriting a comment you're composing
in your tone</a></li>
<li class="li"><a class="xref" href="#topic_w25_xvc_3xb">Changing the tone of a comment you're composing</a></li>
<li class="li"><a class="xref" href="#topic_aqr_fwp_q2c">Writing a custom prompt to adjust your
comment</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="ai_summarize_enhance__ul_fhf_2gd_w1c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6948495103002" target="_blank">Turning on the enhance writing generative AI
feature</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8761641980698" target="_blank">Turning on communication guidelines for Copilot
AI tools</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_r5d_xvc_3xb">
<h2 class="title topictitle2" id="ariaid-title2">Expanding a comment you're composing</h2>
<div class="body">
<p class="p">You can use the expand feature in the composer to save time while responding to an
end user with a public comment, or to a colleague with an internal note.</p>
<p class="p">For example, say you initially type the following comment: </p>
<ul class="ul" id="topic_r5d_xvc_3xb__ul_h4n_4bf_jxb">
<li class="li">"Sorry to hear, products are checked so damage happened in shipping. Replacement
model sent urgently with different company. Gift included in package."</li>
</ul>
<p class="p">The <strong class="ph b">Expand</strong> option might change this text to: </p>
<ul class="ul" id="topic_r5d_xvc_3xb__ul_jns_4bf_jxb">
<li class="li">"Hello Customer, I’m sorry to learn about the issue. The products are inspected,
so the damage occurred during shipping. A replacement model is being sent out
promptly via a different company. A gift will also be included in the package." </li>
</ul>
<p class="p"><strong class="ph b">To expand a comment</strong></p>
<ol class="ol" id="topic_r5d_xvc_3xb__ol_e4n_ryc_3xb">
<li class="li">In the composer, type the main ideas of your reply. </li>
<li class="li">Select the text you want to expand on. If you don’t select any text, the entire
reply is expanded on.</li>
<li class="li">Click the <strong class="ph b">Enhance writing</strong> icon (<img class="image" id="topic_r5d_xvc_3xb__image_ljs_bzc_3xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/enhance_writing_icon.png">) and select <strong class="ph b">Expand</strong>. <p class="p"><img class="image img-screenshot" id="topic_r5d_xvc_3xb__image_l5r_xyc_3xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summary_enhance_6.png" width="600"></p>
The
system uses AI to generate additional text that fleshes out the reply. <p class="p"><img class="image img-screenshot" id="topic_r5d_xvc_3xb__image_pwj_yyc_3xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summary_enhance_7.png" width="600"></p>
</li>
<li class="li">Read through the expanded text to verify that it says what you want to say.
<p class="p">You can press <strong class="ph b">cmd</strong> + <strong class="ph b">z</strong> to return to the previous version if
needed.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to update the ticket with the expanded reply.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hg5_2tp_q2c">
<h2 class="title topictitle2" id="ariaid-title3">Simplifying a comment you’re composing</h2>
<div class="body">
<p class="p" dir="ltr">You can use the simplify feature in the composer to rewrite your comment in
a more concise manner by using fewer words and focusing on the main idea.</p>
<div class="p" dir="ltr">For example, say you initially type the following comment:<ul class="ul" id="topic_hg5_2tp_q2c__ul_m5r_htp_q2c">
<li class="li">“Thank you for reaching out to our support department regarding your
password reset request. First and foremost, let me assure you that your
security is our top priority. We truly appreciate your patience and the
opportunity to assist you with this matter. I understand how important it is
to regain access to your account, and I am here to guide you through the
password reset process step by step.”</li>
</ul>
</div>
<div class="p">The <strong class="ph b">Simplify</strong> option might change this text to:<ul class="ul" id="topic_hg5_2tp_q2c__ul_qvf_jtp_q2c">
<li class="li">“Thanks for contacting support about your password reset. Your security is
very important to us. We appreciate your patience and are ready to help. I
know how crucial it is to access your account, and I will guide you through
the password reset process.”</li>
</ul>
</div>
<p class="p"><strong class="ph b">To simplify a comment</strong></p>
<ol class="ol" id="topic_hg5_2tp_q2c__ol_nzz_ktp_q2c">
<li class="li" dir="ltr">In the composer, type your reply.</li>
<li class="li" dir="ltr">Select the text you want to simplify. If you don’t select any text,
the entire reply is simplified.</li>
<li class="li" dir="ltr">Click the <strong class="ph b">Enhance writing</strong> icon (<img class="image" id="topic_hg5_2tp_q2c__image_exr_mtp_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/enhance_writing_icon.png">) and select <strong class="ph b">Simplify</strong>.<p class="p"><img class="image img-screenshot" id="topic_hg5_2tp_q2c__image_kz5_ntp_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_writingtool_simplify_select.png" width="600"></p>
<p class="p">The system uses AI to
generate more concise text.</p>
<p class="p"><img class="image img-screenshot" id="topic_hg5_2tp_q2c__image_bzy_4tp_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_writingtools_simplified_reply.png" width="600"></p>
<p class="p">Read through the
simplified text to verify that it says what you want to say.</p>
<p class="p">You can
press <strong class="ph b">cmd</strong> + <strong class="ph b">z</strong> to return to the previous version if
needed.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to update the ticket with the simplified reply.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_fn1_bkp_22c">
<h2 class="title topictitle2" id="ariaid-title4">Rewriting a comment you're composing in your tone</h2>
<div class="body">
<div class="note attention">
<span class="attentiontitle"></span> Rewrite in your tone is available only if you're using the
Copilot add-on.</div>
<p class="p">You can rewrite your comment so that it’s consistent with your overall writing style
and conversational tone. Your writing style and tone are based on previous messages
in your conversation with an end user. Rewriting a comment in your tone helps keep
the language in your responses consistent.</p>
<p class="p" dir="ltr">For example, say you have the following conversation with an end user: </p>
<ul class="ul" id="topic_fn1_bkp_22c__ul_qcc_fkp_22c">
<li class="li" dir="ltr">[End user] "Hi! I received my order yesterday, but it was missing a
few items. Can you help me with this?“<p class="p">[Your response] "Hello! :) I'm really
sorry to hear that some items were missing from your order. I'd love to help
you sort this out! Could you please provide me with your order
number?"</p>
<p class="p">[End user] "Of course! My order number is
#123456.”</p>
<p class="p">[Your response] “I'll check what happened in system and come
back”</p>
</li>
</ul>
<p class="p" dir="ltr">The <strong class="ph b">Rewrite in your tone</strong> option might change the text of your latest
response to: </p>
<ul class="ul" id="topic_fn1_bkp_22c__ul_rcc_fkp_22c">
<li class="li" dir="ltr">
<p class="p" dir="ltr">“I’ll look into what happened in the system and get back to you!
:)”</p>
</li>
</ul>
<div class="p">
<strong class="ph b">To rewrite a comment in your tone</strong><ol class="ol" id="topic_fn1_bkp_22c__ol_vvm_skp_22c">
<li class="li" dir="ltr">In the composer, type your reply.</li>
<li class="li" dir="ltr">Select the text you want to rewrite in your tone. If you don’t
select any text, the tone of the entire reply is changed.</li>
<li class="li">Click the <strong class="ph b">Enhance writing</strong> icon (<img class="image" id="topic_fn1_bkp_22c__image_or2_5kp_22c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/enhance_writing_icon.png">) and select <strong class="ph b">Rewrite in your
tone</strong>.<p class="p"><img class="image img-screenshot" id="topic_fn1_bkp_22c__image_hwm_vkp_22c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_tov_select.png" width="400"></p>
<p class="p">The system uses AI
to rewrite the text based on previous messages in the
conversation.</p>
</li>
<li class="li">Read through the rewritten text to verify that it says what you want to
say.<p class="p">You can press <strong class="ph b">cmd</strong> + <strong class="ph b">z</strong> to return to the previous
version if needed.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to update the ticket with the rewritten reply.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_w25_xvc_3xb">
<h2 class="title topictitle2" id="ariaid-title5">Changing the tone of a comment you're composing</h2>
<div class="body">
<p class="p">You can change the tone of your comment to make it either more conversational or more
professional, depending on the tone dictated by your company’s brand. </p>
<p class="p">For example, say you type: “We will do our best to assist you.” </p>
<ul class="ul" id="topic_w25_xvc_3xb__ul_njy_dzc_3xb">
<li class="li">The <strong class="ph b">Make more friendly</strong> option might change this text to: “We're excited
to help you out and will do our very best to assist you!” </li>
<li class="li">The <strong class="ph b">Make more formal</strong> option might change this text to: “We shall make
every effort to provide you with the assistance you require.” </li>
</ul>
<p class="p"><strong class="ph b">To change the tone of a comment</strong></p>
<ol class="ol" id="topic_w25_xvc_3xb__ol_b2s_2zc_3xb">
<li class="li">In the composer, type your reply. </li>
<li class="li">Select the text you want to change the tone for. If you don’t select any text,
the tone of the entire reply is changed. </li>
<li class="li">Click the <strong class="ph b">Enhance writing</strong> icon (<img class="image" id="topic_w25_xvc_3xb__image_afs_gzc_3xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/enhance_writing_icon.png">) and select one of the following options:<ul class="ul" id="topic_w25_xvc_3xb__ol_eyt_hzc_3xb">
<li class="li">
<strong class="ph b">Make more friendly</strong>: Changes the tone to be more conversational. </li>
<li class="li">
<strong class="ph b">Make more formal</strong>: Changes the tone to be more professional.
<p class="p"><img class="image img-screenshot" id="topic_w25_xvc_3xb__image_px3_lzc_3xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summary_enhance_8.png" width="400"></p>
The system uses AI to update the text so that the tone is
either more conversational or more professional. </li>
</ul>
</li>
<li class="li">Read through the updated text to verify that it says what you want to say.<p class="p">You
can press <strong class="ph b">cmd</strong> + <strong class="ph b">z</strong> to return to the previous version if
needed.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to update the ticket with the updated reply.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_aqr_fwp_q2c">
<h2 class="title topictitle2" id="ariaid-title6">Writing a custom prompt to adjust your comment</h2>
<div class="body">
<p class="p" dir="ltr">You can enter a custom prompt to rewrite or adjust your comment in the
composer. For example, you may want to write custom prompts that fix grammar,
reformat your text with bullet points, or customize the tone. Your custom prompts
can also combine multiple requests, such as reformatting the comment and fixing the
grammar.</p>
<p class="p" dir="ltr">While the custom prompt option is open ended, it only accepts prompts that
are relevant to enhancing the quality of your text. Custom prompts can't help you
learn more about the context of a ticket.</p>
<p class="p" dir="ltr">For example, say you initially type the following comment:</p>
<ul class="ul" id="topic_aqr_fwp_q2c__ul_yf4_mwp_q2c">
<li class="li">“Due to security reasons, your password has been resetted and must to be change
before you can able to access your account again, please follow the link we
sended to your email for do this.”</li>
</ul>
<div class="p" dir="ltr">If you enter a <strong class="ph b">custom prompt</strong> that says “Fix grammar”, the text of
your response may be changed to:<ul class="ul" id="topic_aqr_fwp_q2c__ul_uvk_4wp_q2c">
<li class="li">
<p class="p" dir="ltr">Due to security reasons, your password has been reset and must
be changed before you can access your account again. Please follow the
link we sent to your email to do this."</p>
</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To adjust your comment with a custom prompt</strong><ol class="ol" id="topic_aqr_fwp_q2c__ol_pjb_qwp_q2c">
<li class="li" dir="ltr">In the composer, type your reply.</li>
<li class="li" dir="ltr">Select the text you want to adjust. If you don’t select any text,
the entire reply may be adjusted.</li>
<li class="li">Click the <strong class="ph b">Enhance writing</strong> icon (<img class="image" id="topic_aqr_fwp_q2c__image_wyt_rwp_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/enhance_writing_icon.png">).</li>
<li class="li">In the text box, enter your custom prompt. You can enter a prompt with
multiple instructions.<p class="p"><img class="image img-screenshot" id="topic_aqr_fwp_q2c__image_dg2_twp_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_writingtools_customprompt_enter.png" width="600"></p>
<p class="p">The system uses AI
to update the text based on your prompt.</p>
</li>
<li class="li">Read through the updated text to verify that it’s adjusted
correctly.<p class="p"><img class="image img-screenshot" id="topic_aqr_fwp_q2c__image_vrk_vwp_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_writing%2Btools_customprompt_adjusted_reply.png" width="600"></p>
<p class="p">You can press
<strong class="ph b">cmd</strong> + <strong class="ph b">z</strong> to return to the previous version if
needed.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to update the ticket with the adjusted reply.</li>
</ol>
</div>
</div>
</div>
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