Copilot add-on resources

TheCopilot add-onis a set of AI-powered features focused on making your agents more productive while still allowing them to provide a high level of customer service. These features surface helpful insights and proactively suggest next steps, increasing agent efficiency and customer satisfaction.


What's my plan?







Add-on

Copilot









The Copilot add-on is a set of AI-powered features focused on
making your agents more productive while still allowing them to provide a high level of
customer service. These features surface helpful insights and proactively suggest next
steps, increasing agent efficiency and customer satisfaction.
This article lists the features included in agent copilot and the available resources for
each feature.


Overall resources



About agent copilot

Getting started with AI features in the
Zendesk Copilot add-on




Auto assist resources



Turning on and configuring auto
assist


Creating and managing procedures for auto
assist


Creating actions for auto
assist


Using auto assist to help agents solve
tickets


Workflow recipe: Canceling and refunding
a Shopify order with auto assist


Explore recipe: Reporting on the auto
assist feature of agent copilot





Suggested first replies resources



Turning on suggested first
replies


Using AI to generate a first reply in a
ticket


Explore recipe: Reporting on suggested
first replies





Enhance writing resources



Turning on enhance writing


Enhancing ticket comments using
generative AI


Using generative AI to expand and enhance
help center content





Ticket summaries resources



Turning on ticket
summarization


Summarizing ticket comments using
generative AI





Similar tickets resources



Turning on similar tickets


Finding tickets similar to the current
ticket





Merging suggestions resources



Turning on merging suggestions


Merging related tickets based on
suggestions





Intelligent triage classifications resources



Automatically classifying tickets with
intelligent triage


Classifying unique information in tickets
with entities


Viewing intelligent triage classifications
in tickets


Intelligent triage resources




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