Announcing rich text formatting for auto assist suggestions

Announced on | Rollout on
June 9, 2025 | June 9, 2025

We’re introducing an enhancement that gives agents the ability to format auto assist suggestions. Agents will be able to format auto assist suggestions with most rich text formatting tools available in the Agent Workspace.

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, which is a part of the Copilot add on, is an AI-powered assistant that helps agents solve tickets by providing suggestions in the composer.

Previously, agents could review auto assist suggestions and edit the wording. With this enhancement, agents will be able to further edit auto assist suggestions by formatting the suggestion.

All formatting tools are available for auto assist suggestions on the email channel except for attachments and lists. On the messaging channel, indents, tables, and attachments aren’t available.

Why is Zendesk making this change?

Zendesk is making this change so that your agents have more options to customize auto assist suggestions, which allows them to deliver a more natural customer experience that aligns with your brand.

What do I need to do?

Auto assist suggestions will automatically have formatting tools available when agents edit the suggestions. To learn more, see Using auto assist to help agents solve tickets.