Managing your Copilot AI features and usage allowance

To help you understand the benefits ofCopilotand get familiar with how it works, all Zendesk Suite and Support Professional and above plans include access to certain Copilot AI features at no additional cost.


What's my plan?







All Suites

Professional, Enterprise, or Enterprise Plus










Support

Professional or Enterprise







Summary: ◀▼
You can use included Copilot AI features like generative AI writing tools, AI-generated ticket summaries, and intelligent triage classifications, with a shared monthly allowance of 5 uses per agent for writing tools and summaries. You can track usage in Admin Center, get alerts as you near the limit, and upgrade or start a 30-day trial if you need unlimited AI usage.





Note: This article applies to customers who don't have the Copilot add-on. Customers with
the Copilot add-on have unlimited usage.
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 access to certain Copilot AI
features at no additional cost.
This article describes the Copilot AI features available to you, how to monitor your
account's usage allowance, and how to upgrade to the full Copilot add-on or start a
30-day trial.
This article includes the following sections:

Understanding Copilot AI features
Understanding monthly Copilot generative AI feature allowance
Monitoring AI usage in your account
Upgrading to the full Copilot add-on

Related articles:
Buying the Copilot add-on




Understanding Copilot AI features

The following Copilot AI features are included in your plan at no additional
cost.








Feature
Description




Generative AI writing tools

The generative AI writing tools are available within the ticket
interface and help agents enhance the content of ticket
comments.
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.



AI-generated ticket summaries

Ticket summaries provide a concise recap of tickets' public
comments.
By default, ticket summaries are turned on and all groups have
access. See Turning on and configuring
AI-generated ticket summaries to learn more and
manage access.



Intelligent triage classifications

Intelligent triage automatically classifies incoming tickets by
topic, sentiment, language, and entities. Classifications are
included at no additional cost and don't count against your
monthly usage allowance.
You can use these classifications in your reporting. To use
classifications in workflows, such as triggers and automations,
you must have the Copilot add-on. After upgrading to the
full Copilot add-on, you can build workflows
manually, or use AI-powered
recommendations to have Zendesk suggest workflows
based on your account's ticket data.
By default, intelligent triage classifications aren't turned on.
To see classifications on your incoming tickets, you must
complete the intelligent triage onboarding guide in Admin
Center.
See About intelligent
triage to learn more and Configuring intelligent
triage settings to get started.








Understanding monthly Copilot generative AI feature allowance

The generative AI features in the table above are included with a monthly allowance
on all Suite and Support Professional plans and above at no additional cost. If you
have the Copilot add-on, you'll continue to have unlimited usage.
Your allowance and usage works as follows:


Defining Copilot feature allowance: Your allowance includes a combined
total of five uses per agent, per month. Usage is pooled across all agents in
your instance, so team members can share the monthly allowance as needed.

Calculating allowance: Your 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.

Counting a use: A use is counted each time:
An agent uses a writing tool, not just when the generated content is
sent
An agent manually generates a ticket summary



Adding agent seats: If you add more agent seats during the month, then
your monthly allowance is instantly updated. For example, if you add 10
additional agents then your account receives 50 more uses.

Reaching monthly allowance: When you reach your monthly allowance, access
to Copilot features is paused until your next billing cycle.
Note: Your monthly
allowance doesn't allow for overage, so you won't incur any overage
charges.
You'll see notifications in Admin Center when you're
nearing your monthly allowance and when you've reached it. Agents are
notified in the ticket interface. To continue using Copilot features after
reaching your allowance, you can upgrade anytime to the full Copilot
add-on.






Monitoring AI usage in your account

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

To monitor your Copilot usage

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

When the monthly allowance is reached, access to the features is paused until the
next billing cycle. You may find that you're frequently reaching your monthly
allowance 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.




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