Optimizing your account with admin copilot insights and recommendations

Admin copilot proactively monitors your account to identify performance trends and suggest optimizations. By combining weekly insights that highlight shifts in metrics like resolution times and reopen rates with personalized recommendations, you can quickly resolve inefficiencies.


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All Suites

Professional, Enterprise, or Enterprise Plus









Admin copilot proactively monitors your account to identify performance trends and suggest
optimizations. By combining weekly insights that highlight shifts in metrics like resolution
times and reopen rates with personalized recommendations, you can quickly resolve
inefficiencies.
These tools provide actionable guidance to automate manual tasks, clean up unused business
rules, and refine your auto assist and omnichannel routing configurations. Together, they
allow you to maintain a healthy support environment and improve workflows with minimal manual
effort.
This article includes these sections:

Understanding your latest insights
Understanding admin copilot recommendations
Reviewing and implementing recommendations
Managing your recommendations list

Related articles:

Monitoring and optimizing effective AI
setup in your account
About admin copilot



Understanding your latest insights

Admin copilot provides proactive insights on a weekly basis to identify key trends and
potential risks within your Zendesk account. Insights surface when there are substantial
week-over-week changes in your metrics that meet defined thresholds. They are personalized
to your account based on your current operational performance.
Admin copilot monitors the following metric categories:


Ticket volume and speed metrics: Changes in ticket volume, first reply time, and
resolution time

Satisfaction and quality signals: Changes in ticket satisfaction scores

Reopens and replies: Changes in reopen rates and ticket reply metrics

Wait time and on-hold time: Changes in how long customers wait and agents are on
hold

Assignee and group count changes: Changes in ticket distribution across assignees
and groups

For each metric, admin copilot can detect changes in overall performance (such as a spike
or drop) as well as performance changes by specific dimensions, including first reply time
changes for specific triggers, macros, or automations.
To help you prioritize, insights are tailored based on the data detected:
You can access your latest insights from Admin Center Home.

Additionally, you can 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.


Responding to account insights

Each insight provides a specific way to explore the data:


View dashboards and trends: For many insights, you can click View
dashboard to open a report in Zendesk analytics or View latest trends to
see how your data compares to previous weeks.

Investigate with conversational assistance: When an insight identifies a shift
that requires further investigation, you can use quick prompts to dig deeper. Click a
quick prompt such as Check the reasons or How to improve it to open admin
copilot. When you click Check the reasons, admin copilot explains why the
insight was flagged and investigates what is likely causing the change. You can
then:

Review the reasons behind the change
Preview the recommended solution admin copilot suggests
Have admin copilot apply the change

This allows you to perform a root-cause analysis and receive guided instructions
on how to address the shift. See Using admin copilot to learn more.






Understanding admin copilot recommendations

Admin copilot recommendations proactively identify opportunities to automate
repetitive tasks, improve ticketing workflows, clean up unused business rules, and tailor
Zendesk AI to your needs. Your recommendations are updated weekly on the Recommendations
page in Admin Center, in Admin Center Home, and contextually on relevant
Admin Center pages.
These recommendations are categorized by the type of optimization
they provide to your account:

Note: To see recommendations about Copilot-specific features, such as auto assist and
intelligent triage, you must have the Copilot add-on.










Recommendation type


Description


Available on





Workflow management

Suggestions to review and deactivate unused or redundant triggers,
automations, and macros.


Suite Professional and above



Omnichannel routing

Recommendations for operational settings, such as capacity rules
and routing queues, to manage how work is distributed across your
team.


Suite Professional and above



Macro content suggestions

Suggestions for new macros or edits to existing macros based on
how your agents resolve tickets.


Suite Professional and above



Trust and safety

Recommendations that flag missing security controls in your
account, such as turning on two-factor authentication or downgrading
inactive agents.


Suite Professional and above



Task automation

Suggestions for creating or updating triggers and autoreplies
based on intelligent triage classifications such as topic, sentiment,
language, and entities.


Copilot add-on



Auto assist configuration

Guidance for improving your auto assist setup, including
recommendations for reviewing procedures with a high takeover
rate.


Copilot add-on



AI-generated procedures

Alerts when your account has new AI-generated procedure drafts
to help improve auto assist quality.


Copilot add-on







Supporting insights and actions

Before implementing a recommendation, you can view the information and data used to
generate the suggestion. This helps you decide if the change aligns with your current
goals and support strategy.
Supporting insights include:


Actions: Detailed information on what the recommendation will perform, such as
routing a ticket to a specific group, updating ticket priority, or sending an automatic
response.

Benefits: Expected results such as improved resolution times, reduced manual
effort, or more standardized agent responses.

Triage and usage data: Information on how many tickets matched a specific topic
or sentiment, and when a business rule or macro was last used in your account.


If you choose not to act on a recommendation, you can provide feedback about why you
dismissed it. This helps ensure your future recommendations are more accurate and useful
over time. As an admin, you always have full control over what recommendations are
implemented in your account; any decisions and actions require your final approval.




Reviewing and implementing recommendations

You can review and implement recommendations from the Recommendations page, the
Admin Center Home page, or contextually on relevant pages in Admin Center. Keep in mind that
you might not have recommendations if your account doesn't have enough data or you're all
caught up.
To review and implement recommendations

In Admin Center, click
AI in the sidebar, then select Admin copilot > Recommendations.
(Optional) To quickly find a recommendation type, click Filter. From the
Feature menu, select one or more options, then click Apply
filters.

To learn more and take action, click a recommendation to expand it. Depending on your
ticket data, take one of the following actions:


Create a recommended trigger or autoreply: Click Review trigger.
The Create ticket trigger page opens with prefilled trigger information. Review the prefilled information and enter a Trigger name and Trigger category. Click Create trigger.


Review an unused business rule or macro: Click the button to navigate to the relevant page.
Review the unused trigger, automation, or macro and delete it if necessary.


Improve an auto assist procedure: Click Edit procedure.
Edit the procedure as needed and click Publish.


Review an AI-generated procedure draft: Click the name of one of the procedures in the recommendation to open it in Knowledge admin. Alternatively, click Review procedures to open your list of procedures in Knowledge admin.
You can review and edit the procedure draft and must publish it before it's available to auto assist. See Reviewing and publishing AI-generated procedures for auto assist.


Activate or update omnichannel routing: Click Review routing settings.
For routing-related recommendations, clicking the action button takes you to a specific setting in the omnichannel routing configuration. Because routing is a connected system, you might need to update additional account configurations to ensure the recommendation works correctly. See Managing your omnichannel routing configuration to learn more.


Create or update a macro: Click Review macro.
The recommendation provides links to tickets used to generate the suggestion.


Strengthen account security: Depending on which trust and safety recommendation you clicked, the options available to you will differ.
For example, click Restrict to SSO login to turn off password-based login. When you're done, return to the recommendation and mark it as done.







Managing your recommendations list

To keep your workspace organized, you can manage active recommendations by marking them as
done or dismissing them. You can access your managed recommendations from the archive.
To manage your list of recommendations

In Admin Center, click
AI in the sidebar, then select Admin copilot > Recommendations.
To manage recommendations you reviewed, open the Actions menu at the bottom of
the recommendation. Depending on what action you took, you can:
Select Mark as done if you've implemented the recommendation.
The
recommendation is removed from the list.

Select Dismiss if you didn't take any action on the recommendation. The
recommendation is removed from the list and you can optionally give feedback about
why you dismissed it.

It's important to share your
feedback to help improve the accuracy and relevance of future
recommendations.



To access recommendations you managed, click View archive. Your
Recommendations archive opens.


Click an archived recommendation to learn more.



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