About suggested assignees (EAP)

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<p id="docs-hc-snippet" style="display: none;">The suggested assignees feature is AI-powered and helps agents route tickets to the right expert faster by displaying data-driven recommendations in the ticket workflow. By reducing unnecessary handoffs and reassignment delays, this feature improves overall time to resolution for your support team.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Suggested assignees is an AI-powered Copilot EAP that helps you route tickets to the right expert by recommending agents based on historical ticket data. You can see ranked assignees, confidence levels, and similar resolved tickets, then reassign in one click. It can reduce handoffs, speed up ticket resolution, and improve customer satisfaction.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Suggested assignee is currently in an early access program (EAP). See
<a class="xref" href="#topic_signing_up_for_suggested_assignee">Signing up for the suggested assignees EAP</a> to sign up for the EAP.</div>
<p class="p">The suggested assignees feature is AI-powered and helps agents route tickets to the right expert faster by displaying data-driven recommendations in the ticket workflow. By reducing unnecessary handoffs and reassignment delays, this feature improves overall time to resolution for your support team.</p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_suggested_assignee_eap__ul_tgg_vbf_4jc">
<li class="li"><a class="xref" href="#topic_about_suggested_assignee">Understanding suggested assignees</a></li>
<li class="li"><a class="xref" href="#topic_signing_up_for_suggested_assignee">Signing up for the suggested assignees EAP</a></li>
<li class="li"><a class="xref" href="#topic_using_suggested_assignee">Using suggested assignees</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_about_suggested_assignee">
<h2 class="title topictitle2" id="ariaid-title2">Understanding suggested assignees</h2>
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<p class="p">The suggested assignees feature analyzes historical ticket data to identify which agents are best
equipped to handle specific types of issues. While initial routing can place a
ticket in the right queue for triage, more complex issues often require reassignment
or escalation, and it's not always clear who the best next owner should be. Instead
of relying on guesswork, an agent can open the suggested assignees list, which
includes recommended agents ranked by confidence level and examples of similar
tickets they have resolved. Agents can select a suggested agent to reassign the
ticket in one click, or continue to reassign manually to anyone in their
organization.</p>
<p class="p">This feature reduces handoffs by helping agents make faster, more informed routing
decisions. The result is tickets reaching the right agent sooner, fewer unnecessary
escalations, and improved customer satisfaction.</p>
<div class="note note">
<span class="notetitle">Note:</span> <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">Omnichannel routing</a> (OCR) and suggested
assignees can be used together. While OCR is used for the initial routing of new and
unassigned tickets, suggested assignees helps agents choose an assignee when they
need to reassign a ticket or escalate a complex issue later in the workflow.</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_signing_up_for_suggested_assignee">
<h2 class="title topictitle2" id="ariaid-title3">Signing up for the suggested assignees EAP</h2>
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<p class="p">Your account must have at least 200 resolved tickets to generate meaningful recommendations for the suggested assignees feature.</p>
<p class="p"><strong class="ph b">To sign up for and turn on suggested assignees</strong></p>
<ol class="ol" id="topic_signing_up_for_suggested_assignee__ol_turning_on_suggested_assignee">
<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_signing_up_for_suggested_assignee__d8e1442" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt; Suggestions</strong>.</span></li>
<li class="li">Check the box next to <strong class="ph b">Suggest ticket assignees (EAP)</strong> to turn on the
feature.<p class="p"><img class="image img-screenshot" id="topic_signing_up_for_suggested_assignee__image_ulw_wdf_4jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_assignee_turn_on.png" width="400"></p>
</li>
<li class="li">Select the <strong class="ph b">I agree</strong> checkbox to accept the terms.<p class="p"><img class="image img-screenshot" id="topic_signing_up_for_suggested_assignee__image_d4s_zdf_4jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_assignee_terms.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">You'll receive confirmation that your account has been
enrolled in the EAP. Depending on your account setup, it may take a few
minutes for the feature to become available in Admin Center.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_yrn_cdf_4jc">
<h3 class="title topictitle3" id="ariaid-title4">EAP limitations</h3>
<div class="body">
<ul class="ul" id="topic_yrn_cdf_4jc__ul_eap_limitations">
<li class="li">Suggested assignee recommendations are only available for email and web form
tickets. Chat, phone, and other channel types are not supported at this
time.</li>
<li class="li">Recommendations are generated on demand when you open the reassign or
escalate interface. The feature is not continuously active.</li>
<li class="li">If there isn't enough historical data about an agent's expertise, no
recommendations are displayed. Manual assignment remains available.</li>
<li class="li">Suggested assignee recommendations do not appear for closed, solved, or
archived tickets.</li>
</ul>
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<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_jqb_fdf_4jc">
<h3 class="title topictitle3" id="ariaid-title5">Providing feedback</h3>
<div class="body">
<p class="p">Your feedback during the EAP is valuable and helps us improve this feature before
it's generally available. To share feedback or report issues:</p>
<ul class="ul" id="topic_jqb_fdf_4jc__ul_providing_feedback">
<li class="li">Visit our <a class="xref" href="https://community.zendesk.com/ideas" target="_blank">community forum</a> to submit feature requests or
report bugs.</li>
<li class="li">Contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> for
general questions or assistance.</li>
</ul>
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<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_using_suggested_assignee">
<h2 class="title topictitle2" id="ariaid-title6">Using suggested assignees</h2>
<div class="body">
<p class="p">Agents see suggested assignee recommendations directly in the ticket interface when reassigning or escalating a ticket.</p>
<p class="p"><strong class="ph b">To use suggested assignee recommendations</strong></p>
<ol class="ol" id="topic_using_suggested_assignee__ol_using_suggested_assignee">
<li class="li">Open a ticket.</li>
<li class="li">Click the <strong class="ph b">Assignee</strong> field to open the reassignment interface.<p class="p"><img class="image img-screenshot" id="topic_using_suggested_assignee__image_f41_d2f_4jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_aw_suggested_assignee_menu.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">View all suggested assignees</strong>.</li>
<li class="li">Review the list of suggested assignees. Each suggestion includes: <ul class="ul" id="topic_using_suggested_assignee__ul_suggestion_details">
<li class="li">The agent</li>
<li class="li">A confidence level indicating how well-suited they are for this
ticket</li>
<li class="li">Context about similar tickets they've handled</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_using_suggested_assignee__image_j1k_jdf_4jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_assignees_eap.png" width="600"></p>
</li>
<li class="li">(Optional) Click a similar resolved ticket to open it in a new window.</li>
<li class="li">Click <strong class="ph b">Assign</strong> next to your chosen agent to reassign the ticket.</li>
</ol>
<p class="p">If you prefer to assign manually, continue using the standard assignment options below the suggestions list.</p>
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