Optimizing your account with admin copilot insights and recommendations

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<p id="docs-hc-snippet" style="display: none;">Admin copilot proactively monitors your account to identify performance trends and suggest optimizations. By combining weekly insights that highlight shifts in metrics like resolution times and reopen rates with personalized recommendations, you can quickly resolve inefficiencies.</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">Admin copilot gives you weekly insights and recommendations to spot account health trends, reduce manual work, and improve workflows. You can review changes in metrics like resolution time, reopen rate, and CSAT, then act on suggestions for workflow cleanup, omnichannel routing, macros, trust and safety, and AI setup. You stay in control, with options to mark items done, dismiss them, and give feedback.</p>
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<div class="body">

<p class="p">Admin copilot proactively monitors your account to identify performance trends and suggest
optimizations. By combining weekly insights that highlight shifts in metrics like resolution
times and reopen rates with personalized recommendations, you can quickly resolve
inefficiencies.</p>
<p class="p">These tools provide actionable guidance to automate manual tasks, clean up unused business
rules, and refine your auto assist and omnichannel routing configurations. Together, they
allow you to maintain a healthy support environment and improve workflows with minimal manual
effort.</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic_b43_pc2_vj__ul_oy4_fhp_hvb">
<li class="li"><a class="xref" href="#topic_rjt_s5w_bjc">Understanding your latest insights</a></li>
<li class="li"><a class="xref" href="#topic_dr3_qqy_hgc">Understanding admin copilot recommendations</a></li>
<li class="li"><a class="xref" href="#topic_fj4_s4f_p2c">Reviewing and implementing recommendations</a></li>
<li class="li"><a class="xref" href="#topic_znd_21t_m3c">Managing your recommendations list</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_b43_pc2_vj__ul_ask_tpy_hgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8997125297946" target="_blank">Monitoring and optimizing effective AI
setup in your account</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10013995711386" target="_blank">About admin copilot</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rjt_s5w_bjc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding your latest insights</h2>
<div class="body">
<p class="p">Admin copilot provides proactive insights on a weekly basis to identify key trends and
potential risks within your Zendesk account. Insights surface when there are substantial
week-over-week changes in your metrics that meet defined thresholds. They are personalized
to your account based on your current operational performance.</p>
<p class="p">Admin copilot monitors the following metric categories:</p>
<ul class="ul" id="topic_rjt_s5w_bjc__ul_vrj_t4q_gjc">
<li class="li">
<strong class="ph b">Ticket volume and speed metrics</strong>: Changes in ticket volume, first reply time, and
resolution time</li>
<li class="li">
<strong class="ph b">Satisfaction and quality signals</strong>: Changes in ticket satisfaction scores</li>
<li class="li">
<strong class="ph b">Reopens and replies</strong>: Changes in reopen rates and ticket reply metrics</li>
<li class="li">
<strong class="ph b">Wait time and on-hold time</strong>: Changes in how long customers wait and agents are on
hold</li>
<li class="li">
<strong class="ph b">Assignee and group count changes</strong>: Changes in ticket distribution across assignees
and groups</li>
</ul>
<p class="p">For each metric, admin copilot can detect changes in overall performance (such as a spike
or drop) as well as performance changes by specific dimensions, including first reply time
changes for specific triggers, macros, or automations.</p>
<p class="p">You can access your latest insights from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center Home</a>.</p>
<img class="image img-screenshot" id="topic_rjt_s5w_bjc__image_gx4_c1x_bjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/admin_copilot_weekly_insights.png" width="600">
<p class="p">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.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_ads_bbx_bjc">
<h3 class="title topictitle3" id="ariaid-title3">Responding to account insights</h3>
<div class="body">
<p class="p">Each insight provides a specific way to explore the data:</p>
<ul class="ul" id="topic_ads_bbx_bjc__ul_f52_v4q_gjc">
<li class="li">
<strong class="ph b">View dashboards and trends</strong>: For many insights, you can click <strong class="ph b">View
dashboard</strong> to open a report in Zendesk analytics or <strong class="ph b">View latest trends</strong> to
see how your data compares to previous weeks.</li>
<li class="li">
<strong class="ph b">Investigate with conversational assistance</strong>: When an insight identifies a shift
that requires further investigation, you can use quick prompts to dig deeper. Click a
quick prompt such as <strong class="ph b">Check the reasons</strong> or <strong class="ph b">How to improve it</strong> to open admin
copilot.<p class="p">When you click <strong class="ph b">Check the reasons</strong>, admin copilot explains why the
insight was flagged and investigates what is likely causing the change. You can
then:</p>
<ol class="ol" id="topic_ads_bbx_bjc__ol_g52_v4q_gjc">
<li class="li">Review the reasons behind the change</li>
<li class="li">Preview the recommended solution admin copilot suggests</li>
<li class="li">Have admin copilot apply the change</li>
</ol>
<p class="p">This allows you to perform a root-cause analysis and receive guided instructions
on how to address the shift. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10013995711386#topic_jqy_st2_m2c" target="_blank">Using admin copilot</a> to learn more.</p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dr3_qqy_hgc">
<h2 class="title topictitle2" id="ariaid-title4">Understanding admin copilot recommendations</h2>
<div class="body">
<p class="p">Admin copilot recommendations proactively identify opportunities to automate
repetitive tasks, improve ticketing workflows, clean up unused business rules, and tailor
Zendesk AI to your needs. Your recommendations are updated weekly on the Recommendations
page in Admin Center, in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_whk_vpj_fcc" target="_blank">Admin Center Home</a>, and contextually on relevant
Admin Center pages. </p>
<p class="p">These recommendations are categorized by the type of optimization
they provide to your account:</p>
<div class="note">
<span class="notetitle">Note:</span> To see recommendations about Copilot-specific features, such as auto assist and
intelligent triage, you must have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>.</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dr3_qqy_hgc__table_recommendations" rules="all" summary="">
<colgroup>
<col style="width:25%">
<col style="width:50%">
<col style="width:25%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d90e232" style="vertical-align:top;">
<p class="p">Recommendation type</p>
</th>
<th class="entry nocellnorowborder" id="d90e236" style="vertical-align:top;">
<p class="p">Description</p>
</th>
<th class="entry cell-norowborder" id="d90e240" style="vertical-align:top;">
<p class="p">Available on</p>
</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e232" style="vertical-align:top;"><strong class="ph b">Workflow management</strong></td>
<td class="entry nocellnorowborder" headers="d90e236" style="vertical-align:top;">
<p class="p">Suggestions to review and deactivate unused or redundant triggers,
automations, and macros.</p>
<p class="p"><img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_ap4_1n2_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recommendation_stale_trigger.png" width="400"></p>
</td>
<td class="entry cell-norowborder" headers="d90e240" style="vertical-align:top;">
<p class="p">Suite and Support Professional and above</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e232" style="vertical-align:top;"><strong class="ph b">Omnichannel routing</strong></td>
<td class="entry nocellnorowborder" headers="d90e236" style="vertical-align:top;">
<p class="p">Recommendations for operational settings, such as capacity rules
and routing queues, to manage how work is distributed across your
team.</p>
<p class="p"><img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_enf_lgn_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_ocr_recommendation.png" width="400"></p>
<p class="p">For routing-related recommendations, clicking the action button takes you to a
specific setting in the omnichannel routing configuration. Because routing is a
connected system, you might need to update additional account configurations to
ensure the recommendation works correctly. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210" target="_blank">Managing your omnichannel routing configuration</a> to learn
more.</p>
</td>
<td class="entry cell-norowborder" headers="d90e240" style="vertical-align:top;">
<p class="p">Suite and Support Professional and above</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e232" style="vertical-align:top;"><strong class="ph b">Macro content suggestions</strong></td>
<td class="entry nocellnorowborder" headers="d90e236" style="vertical-align:top;">
<p class="p">Suggestions for new macros or edits to existing macros based on
how your agents resolve tickets.</p>
<p class="p"><img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_esy_rm2_cjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_macro_content_suggestion_rec.png" width="200"></p>
<p class="p">The recommendation provides links to tickets used to generate the suggestion.</p>
</td>
<td class="entry cell-norowborder" headers="d90e240" style="vertical-align:top;">
<p class="p">Suite and Support Professional and above</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e232" style="vertical-align:top;"><strong class="ph b">Trust and safety</strong></td>
<td class="entry nocellnorowborder" headers="d90e236" style="vertical-align:top;">
<p class="p">Recommendations that flag missing security controls in your
account, such as turning on two-factor authentication or downgrading
inactive agents.</p>
<p class="p"><img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_jz2_btj_cjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_trustsafety_rec.png" width="200"></p>
</td>
<td class="entry cell-norowborder" headers="d90e240" style="vertical-align:top;">
<p class="p">Suite and Support Professional and above</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e232" style="vertical-align:top;"><strong class="ph b">Zendesk QA</strong></td>
<td class="entry nocellnorowborder" headers="d90e236" style="vertical-align:top;">
<p class="p">Guidance for setting up Zendesk QA to improve your CSAT score.</p>
<p class="p"><img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_swf_r4n_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recs_qa.png" width="200"></p>
</td>
<td class="entry cell-norowborder" headers="d90e240" style="vertical-align:top;">
<p class="p">Suite and Support Professional and above</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e232" style="vertical-align:top;"><strong class="ph b">Task automation</strong></td>
<td class="entry nocellnorowborder" headers="d90e236" style="vertical-align:top;">
<p class="p">Suggestions for creating or updating triggers and autoreplies based on
intelligent triage classifications such as topic, sentiment, language, and
entities.</p>
<p class="p"><img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_ehq_43m_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_hub_recommendation_new1.png" width="400"></p>
</td>
<td class="entry cell-norowborder" headers="d90e240" style="vertical-align:top;">
<p class="p">Copilot add-on</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e232" style="vertical-align:top;"><strong class="ph b">Auto assist configuration</strong></td>
<td class="entry nocellnorowborder" headers="d90e236" style="vertical-align:top;">
<p class="p">Guidance for improving your auto assist setup, including
recommendations for reviewing procedures with a high takeover
rate.</p>
<p class="p"><img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_t55_2n2_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recommendations_procedure.png" width="400"></p>
</td>
<td class="entry cell-norowborder" headers="d90e240" style="vertical-align:top;">
<p class="p">Copilot add-on</p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d90e232" style="vertical-align:top;"><strong class="ph b">AI-generated procedures</strong></td>
<td class="entry row-nocellborder" headers="d90e236" style="vertical-align:top;">
<p class="p">Alerts when your account has new AI-generated procedure drafts to help improve auto assist
quality. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10140109521178" target="_blank">Reviewing and publishing AI-generated procedures
for auto assist</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_x52_4lk_xhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_recommendations_procedures_auto_gen.png" width="400"></p>
</td>
<td class="entry cellrowborder" headers="d90e240" style="vertical-align:top;">
<p class="p">Copilot add-on</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_wjc_mfm_m3c">
<h3 class="title topictitle3" id="ariaid-title5">Supporting insights and actions</h3>
<div class="body">
<p class="p">Before implementing a recommendation, you can view the information and data used to
generate the suggestion. This helps you decide if the change aligns with your current
goals and support strategy.</p>
<p class="p">Supporting insights include:</p>
<ul class="ul" id="topic_wjc_mfm_m3c__ul_t21_4fm_m3c">
<li class="li">
<strong class="ph b">Actions</strong>: Detailed information on what the recommendation will perform, such as
routing a ticket to a specific group, updating ticket priority, or sending an automatic
response.</li>
<li class="li">
<strong class="ph b">Benefits</strong>: Expected results such as improved resolution times, reduced manual
effort, or more standardized agent responses.</li>
<li class="li">
<strong class="ph b">Triage and usage data</strong>: Information on how many tickets matched a specific topic
or sentiment, and when a business rule or macro was last used in your account.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_wjc_mfm_m3c__image_scp_vqy_hgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_hub_new_recommendations.png" width="800"></p>
<p class="p">If you choose not to act on a recommendation, you can provide feedback about why you
dismissed it. This helps ensure your future recommendations are more accurate and useful
over time. As an admin, you always have full control over what recommendations are
implemented in your account; any decisions and actions require your final approval.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_fj4_s4f_p2c">
<h2 class="title topictitle2" id="ariaid-title6">Reviewing and implementing recommendations</h2>
<div class="body">
<p class="p">You can review and implement recommendations from the Recommendations page, the
Admin Center Home page, or contextually on relevant pages in Admin Center. Keep in mind that
you might not have recommendations if your account doesn't have enough data or you're all
caught up.</p>
<p class="p"><strong class="ph b">To review and implement recommendations</strong></p>
<ol class="ol" id="topic_fj4_s4f_p2c__ol_t24_2pf_p2c">
<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_fj4_s4f_p2c__image_xhk_hym_fhc" 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">Admin copilot &gt; Recommendations</strong>.</span></li>
<li class="li">(Optional) To quickly find a recommendation type, click <strong class="ph b">Filter</strong>. From the
<strong class="ph b">Feature</strong> menu, select one or more options, then click <strong class="ph b">Apply
filters</strong>.<p class="p"><img class="image img-screenshot" id="topic_fj4_s4f_p2c__image_pqg_t1n_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recommendations_filter.png" width="300"></p>
</li>
<li class="li">Click a recommendation to expand it and review its details. </li>
<li class="li">Click the recommendation's available action button to open the related configuration
page.</li>
<li class="li">Review the suggested changes and make any updates before saving, publishing, creating,
or deleting the related item.</li>
<li class="li">When you're done, return to the recommendation and <a class="xref" href="#topic_znd_21t_m3c">mark it as done</a>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_znd_21t_m3c">
<h2 class="title topictitle2" id="ariaid-title7">Managing your recommendations list</h2>
<div class="body">
<p class="p">To keep your workspace organized, you can manage active recommendations by marking them as
done or dismissing them. You can access your managed recommendations from the archive.</p>
<p class="p"><strong class="ph b">To manage your list of recommendations</strong></p>
<ol class="ol" id="topic_znd_21t_m3c__ol_q1k_2bt_m3c">
<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_znd_21t_m3c__image_xhk_hym_fhc" 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">Admin copilot &gt; Recommendations</strong>.</span></li>
<li class="li">To manage recommendations you reviewed, open the <strong class="ph b">Actions</strong> menu at the bottom of
the recommendation. Depending on what action you took, you can:<ul class="ul" id="topic_znd_21t_m3c__ul_wkw_xbt_m3c">
<li class="li">Select <strong class="ph b">Mark as done</strong> if you've implemented the recommendation.<p class="p"><img class="image img-screenshot" id="topic_znd_21t_m3c__image_xvl_tlv_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_hub_recommendation_mark_done.png" width="400"></p>
<p class="p">The
recommendation is removed from the list.</p>
</li>
<li class="li">Select <strong class="ph b">Dismiss</strong> if you didn't take any action on the recommendation.<p class="p">The
recommendation is removed from the list and you can optionally give feedback about
why you dismissed it.</p>
<p class="p"><img class="image img-screenshot" id="topic_znd_21t_m3c__image_kns_sqn_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_hub_recommendation_feedback.png" width="400"></p>
<p class="p">It's important to share your
feedback to help improve the accuracy and relevance of future
recommendations.</p>
</li>
</ul>
</li>
<li class="li">To access recommendations you managed, click <strong class="ph b">View archive</strong>.<p class="p">Your
Recommendations archive opens.</p>
<p class="p"><img class="image img-screenshot" id="topic_znd_21t_m3c__image_izn_zvw_bjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recommendations_archive2.png" width="600"></p>
</li>
<li class="li">Click an archived recommendation to learn more.</li>
</ol>
</div>
</div>
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