Announcing Relate 2025 agent copilot improvements

Announced on | Rollout starts | Rollout ends
March 26, 2025 | March 20, 2025 | June 30, 2025

We're excited to share a set of agent copilot improvements announced during Relate 2025, Zendesk’s annual flagship conference. This announcement summarizes some of the exciting releases and improvements to Zendesk’s agent copilot, part of the Copilot add-on.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Agent copilot improvements include changes to the following features, which are available now or coming soon in the second quarter of 2025:

Auto-assist

Read and update even more standard and custom ticket fields (rollout on March 20)
Supported fields:

Tags (read and update, but not remove)

Standard ticket fields (read and update): ticket type, ticket priority

Custom ticket fields (update): dropdown, text, checkbox, number, decimal, date, regex

Custom ticket fields (read): all types except lookup relationship
See Creating and managing procedures for auto assist.

Procedure segmentation per brand (rollout starts the week of March 31st)
When creating or editing procedures, admins will be able to associate a procedure to one or more brands. Procedures associated with a given brand will be used by auto assist only when that brand is set on a ticket.

For example, if a procedure named “Troubleshooting Go-Kart” is associated with the brand “GoKarty”, it will be used only on tickets with that brand.

In-line actions in procedures (rollout starts the week of March 31st)
When creating or editing procedures, admins will be able to press forward slash (/) to open a list of custom actions available in their account and insert the selected action into a procedure. In-line actions in procedure makes inserting custom actions easier and help admins see at a glance which custom actions are added to a specific procedure.

Initially only custom actions will be available for selection, but default actions (such as updating ticket fields or tags) and Shopify actions will be available soon.

Action flows for auto assist (EAP available on April 11th)
With action flows, admins can create branching flows of internal and external actions that can be invoked in procedures. Auto assist will suggest action flow execution to agents. When the suggestion is accepted by the agent, it's executed in a deterministic way by the action flows engine.

This opens up the possibility for auto assist to suggest and execute flows that contain multiple internal and external actions, including branching logic. It can help agents save even more time when working with auto assist.

Using public Guide articles to generate reply suggestions (coming early Q2)
Customers using Guide as a public help center for their customers will be able to expose their articles to auto assist. Auto assist will use relevant articles to create reply suggestions every time there's no relevant procedure available.

This improvement gives auto assist access to a vast source of knowledge that's used to ground reply suggestions in relevant business context. Connecting your public help center allows auto assist to answer questions covered in these articles with minimal set-up.

Instructions for agents (coming Q2)
Currently auto assist provides two types of suggestions: reply or action suggestions. A new type of suggestion, direct instructions, will directly provide agents with the relevant part of the procedure.

During a certain step in a procedure, if an agent does something specific, then an admin can mention that in a procedure and auto assist will pass these instructions to the agent exactly as they were written by the admin.

Auto assist Explore dashboard (coming Q2)
Understanding productivity gains achieved because of auto assist will become much easier with a built-in Explore dashboard. Admins can check the most important metrics at a glance, or create more complex reports with auto assist data points.

Enhance writing

Simplify (rollout on March 17)
Rephrases the content of agent’s comment to be more concise and focused on the main idea.

Tone of Voice (rollout on March 11)
This first phase of Tone of Voice (ToV) uses Generative AI to assist agents in rewriting and adapting their responses based on the tone, context, and writing style of the ticket conversation. More configurability is planned for ToV.

Write a custom prompt (rollout on March 17)
Changes agent’s comment based on the provided custom instructions that enhance or adjust the text. For example,  fix grammar, add bullet points, summarize in one line, translate to Italian, etc.

See Enhancing ticket comments using generative AI.

Why is Zendesk making this change?

We're constantly looking for ways to increase agent productivity, as well as the flexibility of agent copilot features. The improvements listed above help admins increase their agent's productivity and make their day-to-day work easier.

What do I need to do?

As an admin, you can incorporate all of the available features listed above into your agents' workflows and educate them on how they can use these features. For features coming soon, consider how you might incorporate them into your processes in the near future to boost agent productivity even more.