Managing usage of your Copilot AI feature allowance

To help you understand the benefits ofCopilotand get familiar with how it works, all Zendesk Suite and Support Professional and above plans include access to certain Copilot generative AI features. These features are provided with a monthly usage allowance at no additional cost.


What's my plan?







All Suites

Professional, Enterprise, or Enterprise Plus










Support

Professional or Enterprise







Summary: ◀▼
You get a monthly allowance of Copilot AI features like generative writing tools and ticket summaries, based on your number of agents. Usage is pooled across your team, with a max limit of 500 uses per month. Monitor usage in Admin Center and upgrade to the full Copilot add-on or start a trial if you reach your limit or want more features.





Note: This article applies to customers who don't have the Copilot add-on. Customers with
the Copilot add-on have unlimited usage.
To help you understand the benefits of Copilot and get familiar with how it works, all Zendesk
Suite and Support Professional and above plans include access to certain Copilot
generative AI features. These features are provided with a monthly usage allowance at no
additional cost.
This article describes the Copilot features available to you, your monthly allowance, how
to monitor your account's usage, and how to upgrade to the full Copilot add-on or start
a 30-day trial.
This article includes the following sections:

Understanding Copilot AI features
Understanding monthly Copilot allowance usage
Monitoring AI usage in your account
Upgrading to the full Copilot add-on

Related articles:
Buying the Copilot add-on




Understanding Copilot AI features

The features listed in the table below are included as part of your monthly Copilot
usage allowance at no extra cost.








Feature
Description




Generative AI writing tools

The generative AI writing tools are available within the ticket
interface and help agents enhance the content of ticket
comments.
By default, writing tools are turned on and all groups have
access. See Turning on the enhance
writing generative AI feature to learn more and
manage access.



AI-generated ticket summaries

Ticket summaries provide a concise recap of tickets' public
comments and internal notes.
See Turning on and configuring
AI-generated ticket summaries to learn more and
manage access.








Understanding monthly Copilot allowance usage

Select Copilot AI features are included with a monthly allowance on all Suite and
Support Professional plans and above at no additional cost. If you have the Copilot
add-on, you'll continue to have unlimited usage.
Your allowance and usage works as follows:


Defining Copilot feature allowance: Your allowance includes a combined
total of five uses per agent, per month. Usage is pooled across all agents in
your instance, so team members can share the monthly allowance as needed.

Calculating allowance: Your allowance is calculated as the number of
agents multiplied by 5 uses per agent, per month. For example, if you have 10
agents, your team will have 50 uses available each month. However, your account
has a maximum limit of 500 uses per month, even if your team has more than 100
agents.

Counting a use: A use is counted each time:
An agent uses a writing tool, not just when the generated content is
sent
An agent manually generates a ticket summary



Adding agent seats: If you add more agent seats during the month, then
your monthly allowance is instantly updated. For example, if you add 10
additional agents then your account receives 50 more uses.

Reaching monthly allowance: When you reach your monthly allowance, access
to Copilot features is paused until your next billing cycle.
Note: Your monthly
allowance doesn't allow for overage, so you won't incur any overage
charges.
You'll see notifications in Admin Center when you're
nearing your monthly allowance and when you've reached it. Agents are
notified in the ticket interface. To continue using Copilot features after
reaching your allowance, you can upgrade anytime to the full Copilot
add-on.






Monitoring AI usage in your account

You can monitor your Copilot usage to determine how close you are to your monthly
allowance.

To monitor your Copilot usage

In Admin Center, click
Account in the sidebar, then select Usage > Summary.
The Copilot Monthly usage box displays the number of AI
feature uses in your account this month, and the number
remaining.

To learn more about Copilot features, click Overview.
If you're a billing admin, you can also start a trial or buy
the Copilot add-on from this page.






Upgrading to the full Copilot add-on

When the monthly allowance is reached, access to the features is paused until the
next billing cycle. You may find that you're frequently reaching your monthly
allowance or that you’re curious about additional Copilot features. In this case,
you can:


Start a 30-day free trial of the Copilot add-on from the Copilot Overview page or Launchpad.
Purchase the Copilot add-on directly from your account. See Instantly buying the Copilot
add-on.




{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10269211633050",
"url": "https://support.zendesk.com/hc/en-us/articles/10269211633050",
"headline": "Managing usage of your Copilot AI feature allowance",
"description": "You can manage your monthly usage allowance for AI writing tools and ticket summaries, monitor usage in your account, and upgrade to a full add-on if needed to continue access beyond the allowance.",
"articleSection": "Setting up AI-powered agent tools",
"datePublished": "2026-02-05T18:36:38+00:00",
"dateModified": "2026-05-07T21:19:52.187941+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10269211633050"