About suggested assignees (EAP)

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.


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Summary: ◀▼
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.





Suggested assignee is currently in an early access program (EAP). See
Signing up for the suggested assignees EAP to sign up for the EAP.
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.
This article covers the following topics:
Understanding suggested assignees
Signing up for the suggested assignees EAP
Using suggested assignees




Understanding suggested assignees

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.
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.

Note: Omnichannel routing (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.



Signing up for the suggested assignees EAP

Your account must have at least 200 resolved tickets to generate meaningful recommendations for the suggested assignees feature.
To sign up for and turn on suggested assignees

In Admin Center, click
AI in the sidebar, then select Agent copilot > Suggestions.
Check the box next to Suggest ticket assignees (EAP) to turn on the
feature.

Select the I agree checkbox to accept the terms.

Click Submit.
Click Save. 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.




EAP limitations


Suggested assignee recommendations are only available for email and web form
tickets. Chat, phone, and other channel types are not supported at this
time.
Recommendations are generated on demand when you open the reassign or
escalate interface. The feature is not continuously active.
If there isn't enough historical data about an agent's expertise, no
recommendations are displayed. Manual assignment remains available.
Suggested assignee recommendations do not appear for closed, solved, or
archived tickets.




Providing feedback

Your feedback during the EAP is valuable and helps us improve this feature before
it's generally available. To share feedback or report issues:

Visit our community forum to submit feature requests or
report bugs.
Contact Zendesk Customer Support for
general questions or assistance.





Using suggested assignees

Agents see suggested assignee recommendations directly in the ticket interface when reassigning or escalating a ticket.
To use suggested assignee recommendations

Open a ticket.
Click the Assignee field to open the reassignment interface.

Click View all suggested assignees.
Review the list of suggested assignees. Each suggestion includes:
The agent
A confidence level indicating how well-suited they are for this
ticket
Context about similar tickets they've handled



(Optional) Click a similar resolved ticket to open it in a new window.
Click Assign next to your chosen agent to reassign the ticket.

If you prefer to assign manually, continue using the standard assignment options below the suggestions list.


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