Managing limited usage of Copilot writing tools

To help you understand the benefits ofCopilotand get familiar with how it works, all Zendesk Suite and Support Professional and above plans include limited access to the Copilot generative AI writing tools.


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Verified AI summary ◀▼
Explore the benefits of Copilot AI writing tools, which enhance ticket comments by expanding, simplifying, or adjusting tone. You have a monthly usage limit of five uses per agent, pooled across your team. Monitor usage in the Admin Center, and consider upgrading to the full Copilot add-on for unlimited access and additional features if you frequently reach your limit.




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 limited access to the Copilot
generative AI writing tools.
This article describes the plan requirements, your monthly usage allowance, how to
monitor your account's usage, and what to do when you reach your usage limit.
This article includes the following sections:

Understanding the Copilot writing tools
Understanding monthly Copilot usage limits
Monitoring your account's Copilot AI usage
Upgrading to the full Copilot add-on

Related articles:
Buying the Copilot add-on




Understanding the Copilot writing tools

The generative AI writing tools are available within the ticket interface and help
agents enhance the content of ticket comments in different ways:


Expand: Rephrases agent comments, help center content, or macro content
with additional language.

Simplify: Rephrases agent comments, help center content, or macro content
to be more concise and focus on the main idea.

Make more friendly: Changes the tone of an agent comment, selected help
center content, or macro content so that it sounds more conversational.

Make more formal: Changes the tone of an agent comment, selected help
center content, or macro content so that it sounds more professional.

Write a custom prompt: Changes the content of an agent comment based on
the custom instructions entered to enhance or adjust text.

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.



Understanding monthly Copilot usage limits

Copilot generative AI writing tools are available in a limited capacity on all Suite
and Support Professional plans and above.
Your usage allowance is five writing tool uses per agent, per month:

Usage is pooled across all agents in your instance, so team members can share
the monthly allowance as needed.
The 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.
A use is counted each time an agent clicks a writing tool, not just when the
generated content is sent.
If you add more agent seats during the month, then your usage limit is instantly
updated. For example, if you add 10 additional agents then your account receives
50 more uses.
When the monthly usage limit is reached, access to the feature is paused until
the next billing cycle. Agents are notified in the ticket interface.
You'll see notifications in Admin Center when you're nearing your
monthly allowance and when you've reached it.
To continue using the
writing tools after you reach your usage limit, you can upgrade anytime to the full
Copilot add-on.






Monitoring your account's Copilot AI usage

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

To monitor your Copilot AI usage

In Admin Center, click
Account in the sidebar, then select Usage > Summary.
The Copilot Monthly usage box displays the number of
writing tool 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

After your agents get familiar with the Copilot writing tools, you may find that
you're frequently reaching your Copilot usage limits 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.