Announcing the new Copilot auto assist experience EAP

Announced on | Rollout starts | Rollout ends
May 26, 2026 | May 26, 2026 | June 30, 2026

We are excited to share with you a set of auto assist improvements announced during Relate 2026. The aim of these improvements is to make adopting and getting value out of Auto assist much easier and faster.

These improvements are part of early access program (EAP) which gives you access to:

Streamlined Auto assist onboarding: Includes AI generated procedures and a new Auto assist page.

More convenient Auto assist composer: Agents can now use the composer while Auto assist is thinking.

New Auto assist confidence mode:

Generates suggestions only when there's a high confidence of their correctness.

Learns in real time based on agents' interactions with suggestions.

Doesn't require 'agent_copilot_enabled' tag on a ticket to generate suggestions.

All these changes make working with Auto assist more productive and - simply - nicer.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Auto assist gets an updated onboarding and composer experience, as well as new confidence mode to serve suggestions.

Why is Zendesk making this change?

We are constantly looking for ways to increase agent productivity as well as the flexibility of Auto assist. The improvements listed above will help admins increase agent productivity and make their day-to-day work easier.

What do I need to do?

Sign up to the EAP here and give it a try after your account is enrolled. See Using the updated auto assist experience to learn more.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.