About Admin Copilot (Open EAP)

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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Copilot







Summary: ◀▼
Admin Copilot is an AI assistant that helps you manage your Zendesk account by providing weekly insights, top recommendations, and a conversational chat interface. It helps identify trends, optimize workflows, and resolve inefficiencies by suggesting and implementing changes with your approval. Use it to improve performance, configure resources, and troubleshoot issues while testing changes safely in sandbox or production environments.





Admin Copilot is currently in an early access program (EAP). See
Signing up for the Admin Copilot
EAP for more information.
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.
Watch the demo video below to see Admin Copilot in action:

"Admin Copilot demo (2:20)"
This article contains the following topics:

Understanding Admin Copilot
Signing up for the Admin Copilot EAP
Using Admin Copilot
Best practices for Admin Copilot



Understanding Admin Copilot

Admin Copilot is a proactive AI assistant that helps you manage your Zendesk account
through three core features:
Weekly digest


Admin Copilot provides a proactive weekly digest that identifies 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 on any specific insight to open it directly in the
conversational assistant, where you can ask follow-up questions to
investigate the underlying causes.

Additionally, the interface allows you to 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


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 on any recommendation to open it directly within the
conversational assistant, where you can review the details and implement the
suggested changes with a single click. This allows you to quickly optimize
your setup and address your highest-priority issues without leaving the chat
interface.
See Understanding Copilot
recommendations to learn more.


Conversational assistant


The Admin Copilot conversational assistant provides an interactive chat
interface that serves as the central hub for managing your Zendesk
operations. You can ask direct questions about your Zendesk configuration,
request guided instructions for complex tasks, or investigate the specific
data points surfaced in your weekly digest.
When you click a recommendation or insight from the overview page, it opens
here, allowing you to ask follow-up questions or approve AI-generated
changes. This ensures you remain in full control, as the assistant provides
a detailed preview for your review before any updates are applied to your
account.
What you can do with the assistant:


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

Configure resources: Set up or modify user fields, 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.


Some examples of prompts to get you started include:

What can I do to improve my Zendesk setup?
Review my account configuration
Which automations aren't being used?






Signing up for the Admin Copilot EAP

The Admin Copilot EAP is available to all customers with the Copilot add-on. You can join the EAP from the Overview
page in Admin Center.
You can share your feedback in the Admin Copilot EAP
community.


To join the Admin Copilot EAP
In Admin Center, click
AI in the sidebar, then select Admin copilot > Overview.
Scroll down and select Turn on admin copilot (EAP).

Read the EAP agreement, then select I agree, and click Submit
to accept the terms. You've now joined the Admin Copilot EAP. Make sure to
review the Functionality and usage limitations below and
check back as we regularly roll out enhancements.





Functionality and usage limitations

Admin Copilot is currently part of an EAP, and not all functionality is available
yet. The conversational assistant can't yet access ticket data, reporting,
billing information, or help center content. Additionally, the ability to
perform bulk updates, upload files through chat, or revert changes is not
currently supported. Feedback for specific AI responses is also limited to the
insights interface and is not yet available directly in the chat.
The Admin Copilot conversational assistant has the following usage limits:


Rate limits: You can send a maximum of 6 messages per admin per
minute and 12 messages per minute per account.

Actions: The assistant can perform a maximum of 15 administrative
actions (such as creating or updating users) per single prompt. For
example, if you ask the assistant to add 30 users at once, it will add
only the first 15 and then ask you to re-prompt to add the remaining
users.






Using Admin Copilot

Get started with Admin Copilot from Admin Center home. You can also access the
conversational assistant from any page in Admin Center.

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

Get started with quick prompts


Quick prompts are dynamic suggestions available
at the top of your Admin Center Home page that allow you to initiate
common tasks or educational queries with a single click.
Select a
suggested prompt from the displayed list. You can click the expand
icon to see the full list of available suggestions.

To learn about specific Zendesk features, click an educational
prompt, such as What is intelligent triage?

To begin an optimization task, click an action-oriented prompt,
such as Help improve most-used triggers.


A conversation opens in the chat interface.


View weekly account insights


Weekly account insights identify high-level
trends.
Scroll to the Latest insights section on the
Home page.
Review the metric cards to identify performance
trends from the past week, then click the action button on a card to
respond to the insight:
To have the conversational assistant provide guidance and
potential fixes, click a prompt such as Check the
reasons or How to improve it.
To see a comparison with previous weeks, click View
latest trends.
To open a detailed report in Zendesk analytics, click
View dashboard.


A conversation opens in the chat interface.


Review your top recommendations


Use top recommendations to address high-impact
optimization opportunities and remove inefficiencies from your
account setup.
Scroll to the Top recommendations
section on the Home page. Review the list of suggestions, such as
Clean up inactive triggers or Update outdated
macros, to identify which changes will have the highest
impact on your workflows.
Click a recommendation to view
specific details about the identified issue and the proposed
solution.
A preview of the changes opens in the chat interface.


Open the conversational assistant


Click the Admin Copilot ( ) icon in the top navigation bar to open
the conversational assistant.

Enter a prompt or click one of the predefined quick prompts in the
chat interface.


Depending on which prompt you selected or text you entered in the chat
interface, 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 the chat interface to
continue prompting.




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





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.
Testing changes in your sandbox (Enterprise plans only)
You can test changes safely in a sandbox, then deploy or restore 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.



Testing changes in production (Professional plans)
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.






Managing Admin Copilot conversations

You can access your account’s past conversations from the Admin Copilot
conversational assistant. You can see both your conversations and conversations
created by other admins in your organization.
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.









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 the weekly account
digest to identify performance trends and risks. You can then use the
conversational assistant 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 in the chat interface. 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
subsequent weekly digests or ask the conversational assistant 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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