Announcing auto assist procedure insights

Announced on | Rollout starts | Rollout ends
September 22, 2025 | September 22, 2025 | September 24, 2025

We’re excited to announce that admins now have access to auto assist procedure insights on the procedure page in Knowledge admin.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Admins now have access to essential auto assist performance metrics within Knowledge admin. This helps you understand how frequently auto assist follows your procedures and how agents benefit from them.

For each published procedure, you can access the following key metrics:

Tickets (30d): Measures how often auto assist follows the procedure.

Acceptance rate: Indicates how often agents approve the auto assist suggestion.

Edit rate: Reflects how often agents edit the suggestion.

These insights help you to identify which procedures may need updates. For optimization tips, see our best practices for creating effective procedures.

Why is Zendesk making this change?

Our goal is to help you maximize the benefits of auto assist by understanding the impact each procedure has on your agents. With straightforward metrics and filtering options, you can quickly pinpoint areas for improvement and make informed decisions about where to focus to optimize auto assist to meet your agents’ needs.

What do I need to do?

If you have published auto assist procedures, navigate to the procedures page in Knowledge to understand the most important metric for each procedure. See Viewing and managing procedures for auto assist.

Also, we’d love to hear if you find procedure insights helpful. 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.