Setting up auto assist

<body>
<p id="docs-hc-snippet" style="display: none;">Auto assistis an AI-powered assistant for your agents. Using large language model (LLM) technology, auto assist understands the contents of submitted tickets and makes suggestions to your agents on how to solve them.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_copilot">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Copilot</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866" target="_blank">Auto assist</a> is an AI-powered assistant for
your agents. Using large language model (LLM) technology, auto assist understands the
contents of submitted tickets and makes suggestions to your agents on how to solve
them.</p>
<p class="p" dir="ltr">These suggestions can be replies that the agent should send
to the customer, or actions that the agent should take. Auto assist suggestions appear
in tickets in the Agent Workspace in place of the composer.</p>
<p class="p" dir="ltr">Watch the demo video below to see auto assist in
action:</p>
<p class="p"><iframe allowfullscreen="" controls="controls" height="360" src="https://www.youtube.com/embed/aEsgkd6W5gA" width="640"></iframe></p>
<p class="p"><em class="ph i">Agent copilot featuring auto assist (4:43)</em></p>
<p class="p">To help you get the most out of Zendesk’s AI Copilot features, this
article provides an overview on how admins can get started with auto assist.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="zug_ai_gen_ai_admin__ul_exr_pk2_r2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_ipg_tk2_r2c">Step 1: Identify a
problem where auto assist can help</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lgk_jm2_r2c">Step 2: Turn on auto
assist and define who has access</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_b35_pn2_r2c">Step 3: Write a
procedure for the problem</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_iqd_l42_r2c">Step 4:Add a tag to
tickets for which you created a procedure</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_yhc_lp2_r2c">Step 5: Test your
procedure</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="zug_ai_gen_ai_admin__ul_v15_rk2_r2c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">Turning on and configuring auto
assist</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">Creating and managing procedures for auto
assist</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013439366810" target="_blank">Creating and managing actions for auto
assist</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ipg_tk2_r2c">
<h2 class="title topictitle2" id="ariaid-title2">Step 1: Identify a problem where auto assist can help</h2>
<div class="body">
<p class="p">To identify a specific problem where you would like auto assist to suggest replies,
think of scenarios where your agents receive a lot of tickets that require
repetitive back and forth. For example:</p>
<ul class="ul" id="topic_ipg_tk2_r2c__ul_qlk_vk2_r2c">
<li class="li" dir="ltr">Advising a user on buying a product or service sold by your
company</li>
<li class="li" dir="ltr">Explaining a business policy</li>
<li class="li" dir="ltr">Helping troubleshoot a problem</li>
</ul>
<div class="note tip">
<span class="tiptitle">Tip:</span> For inspiration, identify patterns by reviewing
your most popular <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7934147095066#topic_mvx_bms_rcc" target="_blank">topics</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835645466" target="_blank">macros</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829483930" target="_blank">ticket views</a> and checking your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7934127855002" target="_blank">intelligent triage dashboard</a>. To best identify a problem
where auto assist can help, you’ll want to find tickets where a lot of messages were
exchanged between agents and end users.</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lgk_jm2_r2c">
<h2 class="title topictitle2" id="ariaid-title3">Step 2: Turn on auto assist and define who has access</h2>
<div class="body">
<p class="p">After you’ve identified a problem, turn on auto assist and define which groups of
agents have access.</p>
<p class="p">If you want to test auto assist yourself first, then select or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">create a group</a> that only you’re in.</p>
<p class="p"><strong class="ph b">To turn on and configure access to auto assist</strong></p>
<ol class="ol" id="topic_lgk_jm2_r2c__ol_lc3_xm2_r2c">
<li class="li">In Admin Center, click <strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt;
Auto assist</strong>.</li>
<li class="li">Select <strong class="ph b">Show auto assist replies and actions in the agent composer</strong>.<p class="p"><img class="image img-screenshot" id="topic_lgk_jm2_r2c__image_rty_jn2_r2c" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/ai_auto_assist_setting.png" width="400"></p>
</li>
<li class="li">In the <strong class="ph b">Who has access</strong> field, search for and select the groups that should
be able to use the suggested replies feature. By default, all groups have
access.</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">Turning on and configuring auto
assist</a> for more information.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_b35_pn2_r2c">
<h2 class="title topictitle2" id="ariaid-title4">Step 3: Write a procedure for the problem</h2>
<div class="body">
<p class="p">Write a procedure that describes how the problem you identified should be handled.
Procedures are the instructions that auto assist should follow when suggesting
replies or actions to an agent in a ticket.</p>
<p class="p">When writing a procedure, think of the way you would tell an
agent how to proceed with solving the problem you identified.</p>
<div class="note tip">
<span class="tiptitle">Tip:</span> Review the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738#topic_o3y_l44_xcc" target="_blank">best practices for creating effective
procedures</a> before getting started.</div>
<p class="p"><strong class="ph b">To write a procedure for the problem you’ve identified</strong></p>
<ol class="ol" id="topic_b35_pn2_r2c__ol_gzd_5n2_r2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_b35_pn2_r2c__d14e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Select <strong class="ph b">Procedures</strong>, then click <strong class="ph b">Create procedure</strong>. </li>
<li class="li">In the <strong class="ph b">Name</strong> field, enter a descriptive name for the procedure.</li>
<li class="li">To associate the procedure with specific brands, open the right-hand Settings
panel, click <strong class="ph b">Selected brands</strong>, then choose the brands you want to
associate the procedure with.</li>
<li class="li">Click below the name field and enter the content for your procedure.<p class="p">To add
specific actions to your procedure, click the <strong class="ph b">Insert action</strong> (<img class="image img-screenshot" id="topic_b35_pn2_r2c__image_pwc_zn2_r2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_add.png" width="16">) button in the
toolbar.</p>
</li>
<li class="li">To publish your procedure, click the drop-down arrow next to Save draft and
select <strong class="ph b">Publish</strong>.</li>
<li class="li">In the window that appears, click <strong class="ph b">Publish</strong>.<p class="p">Published procedures are
automatically available for auto assist to use.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">Creating procedures for auto
assist</a> for more information.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_iqd_l42_r2c">
<h2 class="title topictitle2" id="ariaid-title5">Step 4: Add a tag to tickets for which you created a procedure</h2>
<div class="body">
<p class="p">Each ticket needs to have an “agent_copilot_enabled” tag. A good practice is to add
this tag for tickets with a specific topic, after writing a procedure on how to
handle those.</p>
<p class="p">The tag should only be added to tickets for which you have
created a procedure. Otherwise, auto assist will suggest replies to tickets without
procedures, which leads to suggestions that aren’t applicable to your business.</p>
<p class="p"><strong class="ph b">To create a trigger that adds the auto assist tag to
tickets</strong></p>
<ol class="ol" id="topic_iqd_l42_r2c__ol_fcc_q42_r2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_iqd_l42_r2c__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">On the Triggers page, click the Ticket tab, then click <strong class="ph b">Create
trigger</strong>.</li>
<li class="li">Enter a <strong class="ph b">Name</strong>, <strong class="ph b">Description</strong>, and <strong class="ph b">Category</strong> for your trigger.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating ticket triggers</a> for
details.</li>
<li class="li">In the <strong class="ph b">Conditions</strong> pane, under <strong class="ph b">Meet ALL of the following
conditions</strong>, add the following conditions:<ul class="ul" id="topic_iqd_l42_r2c__ul_hxq_z42_r2c">
<li class="li"><strong class="ph b" id="topic_iqd_l42_r2c__docs-internal-guid-0efc1cef-7fff-ff62-4adc-63ccc0977ee5">Ticket
status | <strong class="ph b">Is</strong> | <strong class="ph b">New</strong></strong></li>
<li class="li">
<strong class="ph b">Tags</strong> | <strong class="ph b">Contains none of the following</strong> |
<strong class="ph b">agent_copilot_enabled</strong>
</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Meet ANY of the following conditions</strong>, add the following
conditions:<ul class="ul" id="topic_iqd_l42_r2c__ul_g5l_cp2_r2c">
<li class="li" dir="ltr">(Optional) <strong class="ph b">Channel</strong> | <strong class="ph b">Is</strong> | &lt;select the channel
you want the trigger to work on&gt;</li>
<li class="li">(Optional) <strong class="ph b">Intent</strong> | <strong class="ph b">Is</strong> | &lt;select a topic you have
created a procedure for&gt;</li>
</ul>
</li>
<li class="li">In the <strong class="ph b">Actions</strong> pane, add the following action:<ul class="ul" id="topic_iqd_l42_r2c__ul_mnj_gp2_r2c">
<li class="li"><strong class="ph b">Add tags | agent_copilot_enabled</strong></li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create</strong>.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114#topic_wx3_rww_xcc" target="_blank">Configuring auto assist on messaging or
email channels using tags on answers</a> for more
information.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_yhc_lp2_r2c">
<h2 class="title topictitle2" id="ariaid-title6">Step 5: Test your procedure</h2>
<div class="body">
<p class="p">Test your procedure before letting auto assist suggest replies or actions in a
real-world setting.</p>
<p class="p">If the suggestions aren’t accurate, review the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738#topic_o3y_l44_xcc" target="_blank">procedure best practices</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9012170900890#topic_pd3_k44_xcc" target="_blank">edit your procedure</a>. Creating an effective
procedure is an iterative process that usually takes a few tweaks to get right.</p>
<p class="p"><strong class="ph b" id="topic_yhc_lp2_r2c__docs-internal-guid-8059a0a2-7fff-9c35-e484-99d5c8a02402">To test a procedure</strong></p>
<ol class="ol" id="topic_yhc_lp2_r2c__ol_zns_vp2_r2c">
<li class="li">Make sure you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">limited the agents who can interact with auto
assist</a> to only the groups or agents who are performing the
testing.</li>
<li class="li">Create a messaging or email ticket with the agent_copilot_enabled tag.<p class="p">Email
tickets must be created from an email that's not associated with any agents
in your Zendesk account, because auto assist doesn't respond to agent
comments.</p>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">Try to solve the ticket</a> with auto
assist’s help.</li>
<li class="li">Iterate the procedure until you get accurate and helpful suggestions.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738#topic_y2w_j44_xcc" target="_blank">Testing a procedure</a> for more
information.</p>
</li>
</ol>
<p class="p">When you’re satisfied with auto assist’s suggestions for your procedure, invite your
agents to test it live with customers. </p>
<p class="p">Each suggestion must be approved by the agent before it is sent
so there’s little risk in trying this live.</p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/8984493142810",
"url": "https://support.zendesk.com/hc/en-us/articles/8984493142810",
"headline": "Setting up auto assist",
"description": "You can set up an AI-powered assistant to suggest replies and actions for agents by identifying a problem, enabling access, writing procedures, tagging relevant tickets, and testing the solution before live use.",
"articleSection": "Providing AI assistance with auto assist",
"datePublished": "2025-03-04T21:39:29+00:00",
"dateModified": "2026-06-10T21:43:09.415217+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/8984493142810"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Support",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405303717658"
}
}
}</script>
</body>