I can't see suggested first replies in my tickets

Issue symptoms

When I open a ticket, Copilot does not show a suggested first reply, or the suggestion looks too generic.

Suggested first replies depend on your macros, help center articles, and, on messaging channels, a large language model (LLM).

These replies appear only for the first agent response and only on email, web form, and messaging tickets.

Resolution steps

This issue can occur if your account does not meet the prerequisites for Copilot, the feature conflicts with Auto Assist, or the content sources are too broad for Copilot to match accurately.

Follow these steps to restore suggested first replies:

1. Confirm account eligibility

Make sure your account has the Zendesk Agent Copilot add‑on.

2. Use the Zendesk Agent Workspace

Copilot features work only in the Zendesk Agent Workspace.

3. Check messaging backend migration

In Admin Center, go to Objects and rules > Messaging triggers

If the page appears, your account has been migrated

If it does not appear, migration may still be pending

Suggested first replies in messaging require this migration

4. Verify that auto assist does not override suggestions

When both features are on, auto assist takes precedence. If an auto assist suggestion is available, it will open directly in the auto assist composer when you view the ticket, or appear as a banner above the regular composer if you have already started typing. To confirm:

Temporarily turn off auto assist

Open a new ticket and check whether a suggested first reply appears

5. Improve macro and article quality

Write clear, specific macros for common topics

Keep help center articles concise and well-labeled in all supported languages

Document internal processes for frequent requests to help Copilot generate accurate matches

6. Track results

When an agent accepts a suggestion, the ticket receives the tag accepted_suggested_first_reply.

Use this tag in reports to measure feature usage.

For more information, see this article: Turning on suggested first replies