Question

If I enable AI agents and other Advanced AI features, can I turn them off?

Answer

Yes, you can turn off any AI feature that you enable in your account as needed. This includes features such as the following:

Using auto assist to help agents solve tickets

Turning on and configuring auto assist

Creating and managing procedures for auto assist

Creating and managing actions for auto assist

Using AI to generate a first reply in a ticket

Turning on suggested first replies

Video: Getting started with intelligent triage

About intelligent triage

Automatically detecting customer intent, language, and sentiment

Choosing a routing method for automatically triaged tickets

Creating views for automatically triaged tickets

Enhancing ticket comments using generative AI

Turning on enhance writing

Summarizing ticket comments using generative AI

Turning on ticket summarization

Turning on and configuring Intelligence in the context panel (Legacy)

Viewing intelligent triage predictions

Creating macros from macro suggestions

Using quick answers for generative search in tickets

Using generative AI to expand and enhance help center content

Finding tickets similar to the current ticket

Turning on similar tickets

Merging related tickets based on suggestions

Turning on merging suggestions

Using generative AI to create call summaries on tickets

For more information about starting to use these AI features, see the article: Getting started with Zendesk AI and Copilot