Announcing auto assist integration with similar tickets

Announced on | Rollout starts | Rollout ends
June 12, 2025 | May 25, 2025 | June 12, 2025

We’re excited to announce that auto assist, a part of the Copilot add-on, can now rely on similar tickets that were successfully solved in the past. Auto assist uses your similar tickets to generate replies when no relevant procedures or public help center articles are found.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Previously, auto assist only had access to procedures you created and your public help center articles.

Now, auto assist will tap into similar tickets that were solved successfully when procedures or public help center articles aren't available. Similar tickets will be used to suggest replies, allowing auto assist to continue suggesting helpful and accurate responses.

During this initial launch, the availability of similar tickets is limited. This means only some auto assist suggestions will benefit from this enhancement. We expect to expand coverage and availability throughout Q'3.

Why is Zendesk making this change?

Zendesk is making this change to enhance auto assist's capabilities. Tickets that were successfully solved in the past help auto assist make suggestions because they reflect real conversations, cover unique cases, and contain knowledge that already exists.

What do I need to do?

You don't have to do anything for auto assist to start leveraging your similar tickets. When no public help center article or procedure is available, auto assist will automatically suggest responses based on past similar tickets to generate reply suggestions.

To learn more, see Turning on and configuring auto assist.