About Analyst copilot (EAP)

Analyst copilot is an AI analytics assistant for customer and employee service that uncovers trends, diagnoses root causes, and recommends next steps to measurably improve resolution outcomes, including efficiency and quality.


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Analyst copilot is an AI analytics assistant for customer and employee service that
uncovers trends, diagnoses root causes, and recommends next steps to measurably improve
resolution outcomes, including efficiency and quality.

With Analyst copilot anyone can perform complex, multi-stage data analytics simply by
asking questions about their data and letting Analyst copilot do the work. Advantages of
Analyst copilot include:

Analyst copilot integrates closely with your Zendesk products
Natural language prompting allows for conversational analysis
Actions are suggested to prevent analysis dead-ends
Findings can easily be shared along with the recommended actions
Memories allow for ongoing, familiar analysis


In the following topics, you'll learn the basics about Analyst copilot and what you can
do with it.

Understanding Analyst copilot concepts
Opening Analyst copilot
Frequently asked questions



Understanding Analyst copilot concepts

Before you start, review the following terms which will help you understand
the building blocks of Analyst copilot. Understanding these key concepts will help
you effectively utilize Analyst copilot's features and maximize its potential in
your analytics tasks.


Project: A folder-like container for everything you create
(datasets, reports, dashboards, memories) with project‑based sharing and
permissions. Projects can be private or you can share them within your
organization. All Analyst copilot assets live in a project.

Dataset: The data you analyze. In this EAP, Analyst copilot
features three ready-to-use prebuilt datasets, Tickets, Agents, and IT assets.
You can also create your own custom datasets using the dataset builder.

Prebuilt analytical apps: for Zendesk Support, Copilot, and IT asset
management (ITAM) give teams a unified view of customer and employee service.
Each app bundles the datasets, dashboards, and reports needed for common use
cases, so customers can get to answers faster without starting from
scratch.

Dataset builder: empowers
admins to collect data from across Zendesk (standard, custom, and prebuilt
objects) into a single, clean dataset without writing any code. Expanded dataset
coverage includes custom objects, platform objects (ITAM), custom fields, and
intelligent triage datasets for measuring AI adoption and intent-based
outcomes.

Report: An analysis you build (using drag‑and‑drop,
expressions, or a natural language prompt) that returns results and a
visualization. As you create your report, Analyst copilot creates a context
graph containing memories, a record of the steps taken to build it.

Prompt: A question (in natural language) you ask of your business
information. Analytics Copilot creates a report from your prompt.

Dashboard: A canvas where you compose multiple reports into an
interactive “app.”

Memories: An automatically recorded step in your exploration
(what you did and found). Memories capture interactions and insights so they’re
searchable and reusable later. Users can leverage memories as they explore their
question.

Context graph: A visual map of your analytical journey. Each
node in a context graph is a distinct step (such as a report, metric, or filter)
and the links show how those steps relate. This gives you the power to audit and
reuse steps, and ask questions grounded in the exact steps that produced your
results.

Narrate: Turn multiple memories into a coherent story. Extract
the common thread and generate a narrative across selected analyses.

Filters and cross-filters: Filters apply across components and
facilitate cross‑dataset interactions. Filters help you to refine your report
results by configuring exactly what you want to see. Cross-filters (sometimes
known as faceting) make visualizations on the same dataset filter one another by
default.

Filter set: A comma-separated list of values that can be used in filters;
for example a list of ticket IDs, assignees, or groups.




Opening Analyst copilot

If you’ve signed up for the Analyst copilot EAP, you’ll see a new page in
Analytics where you can access it.
To access Analyst copilot

In Analytics, click the Analyst copilot
icon ( ). The Analyst copilot reporting home
page opens.






Frequently asked questions

In this section, you'll find some frequently asked questions about Analyst
copilot.


Who can use Analyst copilot? Access to Analyst copilot projects is
defined at the group level. If users have been granted Analytics permissions
in Admin Center using a role, these permissions
will also apply to Analyst copilot. See Setting up Analyst
copilot.


Can I use my existing Explore dashboards? You can't import Explore
dashboards into Analyst copilot, but Zendesk will be making similar
information available in Analyst copilot, taking advantage of its advanced
functionality.


Is my data safe? Yes. Analyst copilot applies your account’s
permissions and roles for all data access, ensuring security and privacy by
design.


Where can I find help? In-app links and documentation guide you through
basic and advanced features. Look for built-in tooltips for quick assistance
as you explore each dashboard or feature.


I need more support. Where can I find it? If your Zendesk admin can't
help, contact Zendesk customer
support.




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