About admin copilot

Admin copilot is a proactive AI assistant designed to help Zendesk admins streamline operations and optimize their environment. You can save time by using admin copilot to spot potential issues before they escalate, assist in the creation of new workflows, and resolve inefficiencies across your setup.


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Summary: ◀▼
Admin copilot is an AI assistant that helps you manage your support environment by providing weekly insights on performance trends, personalized recommendations for improvements, and conversational assistance to create or update workflows and configurations. It supports multiple languages, allows safe testing of changes, and helps you monitor account health to optimize support operations and resolve issues proactively.


Admin copilot is a proactive AI assistant designed to help Zendesk admins streamline
operations and optimize their environment. You can save time by using admin copilot to
spot potential issues before they escalate, assist in the creation of new workflows, and
resolve inefficiencies across your setup.
Admin copilot works for multiple languages. See Zendesk language support by product.
Watch the demo video below to see admin copilot in action:

"Admin copilot: The only proactive AI assistant built for admins (1:41)"
This article contains the following topics:

Understanding admin copilot
Managing access to admin copilot conversational assistance
Using admin copilot
Testing admin copilot changes
Best practices for admin copilot

Related articles:
Optimizing your account with admin copilot
insights and recommendations




Understanding admin copilot

Admin copilot is a proactive AI assistant that helps you manage your Zendesk account
through three core features:
Latest insights


Admin copilot provides proactive weekly insights that identify key trends and
potential risks within your Zendesk account. This feature monitors critical
performance data over a seven-day period, highlighting significant changes
such as increases in ticket resolution times, fluctuations in the median
number of reopens, or shifts in ticket reply volume.
You can click any specific insight to open it with conversational
assistance, where you can ask admin copilot follow-up questions to
investigate the underlying causes.

Additionally, you can provide feedback on these insights to help refine
future accuracy and relevance. By surfacing this data automatically, the
tool helps you address account health issues before they escalate.
See
Understanding your latest insights
to learn more.


Top recommendations


Admin copilot surfaces your top recommendations to help you focus on the most
impactful changes first. These personalized, AI-powered suggestions are
prioritized based on your account's specific needs, such as improving
resolution times by routing tickets to specific groups or performing
essential account maintenance like deleting duplicate triggers.

You can click any recommendation to open it with conversational
assistance, where you can review the details and implement the suggested
changes with admin copilot with a single click. This allows you to quickly
optimize your setup and address your highest-priority issues.
Note: To see
recommendations about Copilot-specific features, such as auto assist and
intelligent triage, you must have the Copilot add-on.

See
Understanding admin copilot
recommendations to learn more.


Conversational assistance


Admin copilot provides conversational assistance
that helps you manage your Zendesk operations. You can ask admin copilot
questions about your Zendesk configuration, request guided instructions for
complex tasks, or investigate the specific data points surfaced in your
latest insights. Admin copilot can reference Zendesk help center articles to
provide accurate, documentation-based answers when you ask questions about
your account setup or Zendesk features. Quick prompts are also included to
help you get started with conversational assistance.
When you
click a quick prompt, recommendation, or insight from the Overview page, it
opens a conversation with admin copilot, where you can ask follow-up
questions or approve AI-generated changes. This ensures you remain in full
control, as admin copilot provides a detailed preview for your review before
any updates are applied to your account.
Conversational assistance is
turned on by default. See Managing access to admin copilot conversational assistance to
control access.
What you can do with conversational assistance:


Manage workflows: Create, update, or delete triggers,
automations, SLA policies, and more.

Configure resources: Set up or modify users, user fields,
organizations, groups, brands, ticket fields and forms, action flows,
custom objects, custom statuses, and skills.

Optimize workspaces: Build or refine views and agent
workspaces.

Ask questions and troubleshoot: Ask questions about your Zendesk
setup, review account configurations, or do root cause analysis on
challenges you’re facing in your current workflows.







Managing access to admin copilot conversational assistance

Conversational assistance allows you to converse with admin copilot and update
resources. All admins in your account can use it to ask questions about your Zendesk
setup, create and update configurations, and investigate account insights.
Conversational assistance is turned on by default. When turned off, admins can't
converse with admin copilot or access quick prompts. Admin copilot insights and
recommendations aren't affected by this setting.

Note: Only the account owner can manage access to admin copilot conversational
assistance. If you aren't the account owner, you can find the account owner and request they
make the change.
To manage access to conversational assistance

In Admin Center, click
AI in the sidebar, then select Admin copilot > Admin Copilot.
Select or deselect Allow conversational assistance.

When selected, admins can converse with admin copilot and instruct it to
act in line with their permissions.
When deselected, conversational assistance and quick prompts are turned
off for all admins in your account.


Click Save.




Using admin copilot

Get started with admin copilot from Admin Center Home. You can also access admin
copilot from any page in Admin Center.

To use admin copilot
In Admin Center, click Home in the sidebar. There are
several ways you can start using admin copilot. Choose the option that
best suits your needs:

View latest insights


Scroll to the Latest insights section on the Home page.
Click the action button on a card to respond to the insight. When you
click a quick prompt such as Check the reasons or How to
improve it, a conversation opens in admin copilot.
See Understanding your latest
insights to learn more.


Review your top recommendations


Scroll to the Top recommendations section on the Home page.
Click a recommendation to view details about the identified issue and
the proposed solution. A preview of the changes opens in admin
copilot.
See Understanding admin copilot
recommendations to learn more.


Use conversational assistance


You can open and start using admin copilot conversational assistance
in different ways:
Click a quick prompt at the top of your Admin Center
Home page. To see the full list of available suggestions,
click the expand icon. Quick prompts are dynamic
suggestions that help you get started with common tasks
or educational queries.

When you click
a prompt, a conversation opens in admin
copilot.

Click the admin copilot ( ) icon in the top navigation bar
on any page in Admin Center to start a
conversation.
Enter a prompt or
click one of the predefined quick prompts in admin
copilot.





Depending on which prompt you selected or text you entered in admin copilot,
the response you see will differ:
If admin copilot suggested changes or improvements, then review its
suggestion. You can ask for more information or navigate directly to
the resource to update it.

If you’re creating, updating, or deleting a resource, such as a
trigger or user, review the preview. You can click View
payload to see additional information. Click
Approve or enter text in admin copilot to continue
prompting.




Note: When you use admin copilot to update a resource, it’s reflected
in the audit log and shows your name
as the user who caused the event.





Managing admin copilot conversations

You can access your account’s past conversations. Both your conversations and
conversations created by other admins in your organization are saved.
To manage your account’s conversations, you can rename, download, or delete
them.
To manage admin copilot conversations

In any Admin Center page, click the admin
copilot ( ) icon in the top navigation bar.
To access past conversations, click the Conversation history ( ) icon.
Click a conversation to open it.

To manage conversations, you can do the following:
To rename the conversation, click the drop-down arrow at the top,
then click Rename.
In the Rename
conversation dialog window, enter a name then click
Save.


To download the conversation, click the drop-down arrow at the top,
then click Download. The conversation downloads in JSON
format.

To delete the conversation, click the drop-down arrow at the top,
then click Delete. In the dialog, confirm the deletion by
clicking Delete conversation.









Testing admin copilot changes

Admin copilot always provides a detailed summary of proposed changes and requires
your approval before executing them. To ensure your account remains stable, follow
one of the testing workflows below based on your plan type.
(Enterprise plans only) Testing changes in your sandbox
You can test changes safely in a sandbox, then deploy or restore them as needed.

To test changes in your sandbox

Create a sandbox snapshot to
capture your current configuration. This serves as a clean version for
comparison and restoration.

Use admin copilot to
make changes in your sandbox. Review the proposed changes and approve
them in your sandbox environment.

Validate how the workflow behaves in real scenarios. Check your routing,
ticket forms, SLAs, triggers, or any object you modified. See Inspecting sandbox and production account
configurations.

Compare sandbox changes to your
snapshot by using the snapshot viewer to understand exactly what
changed.
If you're satisfied with the results, deploy the updated configuration
to production. If you need to undo the changes, restore the sandbox
snapshot you created.



(Professional plans) Testing changes in production
For accounts without a sandbox, you can create a production snapshot before making
any changes. Use the snapshot as a reference point and fallback version.

To test changes in production

Create a production snapshot
before starting any work.

Use admin copilot to
make changes in production. Apply the changes incrementally by approving
changes one by one after reviewing the summary in the chat
interface.


Compare your updated production setup
with your snapshot to identify exactly what changed.
If needed, manually revert any changes by using the audit log to identify specific
updates. You can then manually reverse those changes by editing or
deleting objects.






Best practices for admin copilot

To get the most out of admin copilot, use it as a partner to fix, build, and improve
your account configuration. While admin copilot can perform actions on your behalf,
you’ll always be in control. You must preview and confirm any changes before they’re
applied.
Keep these best practices in mind when making changes to your account with admin
copilot:

Optimize performance and resolve issues: Use your account's latest
insights to identify performance trends and risks. You can then use admin
copilot to investigate the source of these trends, such as asking why
tickets are breaching SLAs this week, to determine the best path
forward.

Define clear workflow goals and metrics: When building new resources
or updating configurations, describe your specific business intent and
target metrics to admin copilot. Sharing goals such as reducing resolution
times or building SLAs for VIP customers ensures admin copilot creates
triggers and macros that align with your performance objectives.

Act on opportunities for improvement: Make optimization a habit by
reviewing your top recommendations for high-impact wins. You can also use
contextual recommendations that appear on specific pages, such as triggers
or views, to improve your configurations and remove inefficiencies as you
work.


Test and validate changes safely: Implement updates gradually and,
whenever possible, apply changes in a sandbox environment first to ensure
new logic does not conflict with existing workflows. See Testing admin copilot
changes.

Observe long-term impact: After admin copilot executes an action, use
your latest insights or ask admin copilot to monitor how those changes
influence your account health over time. This allows you to see whether the
updates are successfully moving your performance metrics in the right
direction.




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