Managing your Copilot AI features and usage allowance

<body>
<p id="docs-hc-snippet" style="display: none;">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 AI features at no additional cost.</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="suite_pee">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_pe">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Professional or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can use included Copilot AI features like writing tools, ticket summaries, merging suggestions, and intelligent triage classifications at no extra cost, with a pooled monthly allowance of 5 uses per agent and a 500-use cap. You can track usage in Admin Center, get alerts as you near the limit, and upgrade or start a 30-day trial for unlimited use and more Copilot features.</p>
</div>

<div class="body">

<div class="note">
<span class="notetitle">Note:</span> This article applies to customers who don't have the Copilot add-on. Customers with
the Copilot add-on have unlimited usage.</div>
<p class="p">To help you understand the benefits of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot</a> and get familiar with how it works, all Zendesk
Suite and Support Professional and above plans include access to certain Copilot AI
features at no additional cost.</p>
<p class="p">This article describes the Copilot AI features available to you, how to monitor your
account's usage allowance, and how to upgrade to the full Copilot add-on or start a
30-day trial.</p>
<p class="p">This article includes the following sections:</p>
<ul class="ul" id="topic_uqr_clr_w1c__ul_vmd_lrx_23c">
<li class="li"><a class="xref" href="#topic_msw_tcy_x3c">Understanding Copilot AI features</a></li>
<li class="li"><a class="xref" href="#topic_ydw_1rx_23c">Understanding monthly Copilot generative AI feature allowance</a></li>
<li class="li"><a class="xref" href="#topic_g53_tqx_23c">Monitoring AI usage in your account</a></li>
<li class="li"><a class="xref" href="#topic_gk3_bdz_23c">Upgrading to the full Copilot add-on</a></li>
</ul>
<div class="p">Related articles:<ul class="ul" id="topic_uqr_clr_w1c__ul_okq_1wy_23c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026" target="_blank">Buying the Copilot add-on</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_msw_tcy_x3c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding Copilot AI features</h2>
<div class="body">
<p class="p">The following Copilot AI features are included in your plan at no additional
cost.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_msw_tcy_x3c__table_mfb_ssv_djc" rules="all" summary="">
<colgroup>
<col style="width:43.103448275862064%">
<col style="width:56.89655172413792%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d90e99" style="vertical-align:top;">Feature</th>
<th class="entry cell-norowborder" id="d90e102" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e99" style="vertical-align:top;"><strong class="ph b">Generative AI writing tools</strong></td>
<td class="entry cell-norowborder" headers="d90e102" style="vertical-align:top;">
<p class="p">The generative AI writing tools are available within the ticket
interface and help agents enhance the content of ticket
comments.</p>
<p class="p">By default, writing tools are turned on and all groups have
access. To use the <strong class="ph b">Rewrite in your tone</strong> tool, you must
have the Copilot add-on. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6948495103002" target="_blank">Turning on the enhance
writing generative AI feature</a> to learn more and
manage access.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e99" style="vertical-align:top;"><strong class="ph b">AI-generated ticket summaries</strong></td>
<td class="entry cell-norowborder" headers="d90e102" style="vertical-align:top;">
<p class="p">Ticket summaries provide a concise recap of tickets' public
comments.</p>
<p class="p">By default, ticket summaries are turned on and all groups have
access. To include internal notes in summaries and store
summaries in ticket summary fields, you must have the Copilot
add-on. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037565521946" target="_blank">Turning on and configuring
AI-generated ticket summaries</a> to learn more and
manage access.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e99" style="vertical-align:top;"><strong class="ph b">Merging suggestions</strong></td>
<td class="entry cell-norowborder" headers="d90e102" style="vertical-align:top;">
<p class="p">Merging suggestions identify tickets from the same requester that
could be merged with the ticket the agent is currently working
on.</p>
<p class="p">By default, merging suggestions are turned on and all groups have
access. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8044075423514" target="_blank">Turning on merging
suggestions for tickets</a> to learn more and manage
access.</p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d90e99" style="vertical-align:top;"><strong class="ph b">Intelligent triage classifications</strong></td>
<td class="entry cellrowborder" headers="d90e102" style="vertical-align:top;">
<p class="p">Intelligent triage automatically classifies incoming tickets by
topic, sentiment, language, and entities. Classifications are
included at no additional cost and don't count against your
monthly usage allowance.</p>
<p class="p">You can use these classifications in your reporting. To use
classifications in workflows, such as triggers and automations,
you must have the Copilot add-on. After <a class="xref" href="#topic_gk3_bdz_23c">upgrading to the
full Copilot add-on</a>, you can build workflows
manually, or use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9598690362010" target="_blank">AI-powered
recommendations</a> to have Zendesk suggest workflows
based on your account's ticket data.</p>
<p class="p">By default, intelligent triage classifications aren't turned on.
To see classifications on your incoming tickets, you must
complete the intelligent triage onboarding guide in Admin
Center.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">About intelligent
triage</a> to learn more and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_fh4_brd_hgc" target="_blank">Configuring intelligent
triage settings</a> to get started.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ydw_1rx_23c">
<h2 class="title topictitle2" id="ariaid-title3">Understanding monthly Copilot generative AI feature allowance</h2>
<div class="body">
<p class="p">The generative AI features in the table above 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.</p>
<p class="p">Your allowance and usage works as follows:</p>
<ul class="ul" id="topic_ydw_1rx_23c__ul_ztx_1xy_23c">
<li class="li">
<p class="p"><strong class="ph b">Defining Copilot feature allowance</strong>: 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.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Calculating allowance</strong>: 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.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Counting a use</strong>: A use is counted each time:</p>
<ul class="ul" id="topic_ydw_1rx_23c__ul_xgj_xfy_x3c">
<li class="li">
<p class="p">An agent uses a writing tool, not just when the generated content is
sent</p>
</li>
<li class="li">
<p class="p">An agent manually generates a ticket summary</p>
</li>
<li class="li">
<p class="p">An agent <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6885971957914" target="_blank">merges related tickets</a>
based on a merge suggestion</p>
<p class="p">Agents can view the list of merge suggestions without consuming a
use. A merge suggestion use is counted only when an agent clicks
<strong class="ph b">Confirm and merge</strong>, regardless of how many tickets are
included in the merge.</p>
</li>
</ul>
</li>
<li class="li">
<p class="p"><strong class="ph b">Adding agent seats</strong>: 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.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Reaching monthly allowance</strong>: When you reach your monthly allowance,
access to Copilot features is paused until your next billing cycle.</p>
<div class="note">
<span class="notetitle">Note:</span> Your monthly allowance doesn't allow for overage, so you won't incur any
overage charges.</div>
<p class="p">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 <a class="xref" href="#topic_gk3_bdz_23c">upgrade anytime to the
full Copilot add-on</a>.</p>
</li>
</ul>
<p class="p"> </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_g53_tqx_23c">
<h2 class="title topictitle2" id="ariaid-title4">Monitoring AI usage in your account</h2>
<div class="body">
<p class="p">You can monitor your Copilot usage to determine how close you are to your monthly
allowance.</p>
<div class="p">
<strong class="ph b">To monitor your Copilot usage</strong><ol class="ol" id="topic_g53_tqx_23c__ol_r3n_yxy_23c">
<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_g53_tqx_23c__image_mxz_xyf_gfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Usage &gt; Summary</strong>.</span><p class="p"><img class="image img-screenshot" id="topic_g53_tqx_23c__image_z1m_z2z_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_capped_usage_summary.png" width="400"></p>
<p class="p">The Copilot <strong class="ph b">Monthly usage</strong> box displays the number of AI
feature uses in your account this month, and the number
remaining.</p>
</li>
<li class="li">To learn more about Copilot features, click <strong class="ph b">Overview</strong>.<p class="p"><img class="image img-screenshot" id="topic_g53_tqx_23c__image_bhk_ngn_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_copilot_suite_usage.png" width="300"></p>
<p class="p">If you're a billing admin, you can also start a trial or buy
the Copilot add-on from this page.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_gk3_bdz_23c">
<h2 class="title topictitle2" id="ariaid-title5">Upgrading to the full Copilot add-on</h2>
<div class="body">
<p class="p">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: </p>
<div class="p">
<ul class="ul" id="topic_gk3_bdz_23c__ul_pwy_ldz_23c">
<li class="li" dir="ltr">Start a 30-day free trial of the Copilot add-on from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8997125297946#topic_ypj_y3f_p2c" target="_blank">Copilot Overview page</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9932626237338" target="_blank">Launchpad</a>.</li>
<li class="li">Purchase the Copilot add-on directly from your account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026#topic_l3r_rrt_yhc" target="_blank">Instantly buying the Copilot
add-on</a>. </li>
</ul>
</div>
</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/10269211633050",
"url": "https://support.zendesk.com/hc/en-us/articles/10269211633050",
"headline": "Managing your Copilot AI features and usage allowance",
"description": "You can monitor your Copilot AI feature allowance, check monthly usage, and upgrade or start a 30-day trial when you reach the limit.",
"articleSection": "Setting up AI-powered agent tools",
"datePublished": "2026-02-05T18:36:38+00:00",
"dateModified": "2026-08-24T16:21:39.499942+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10269211633050"
},
"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><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>