Announcing event logging in Copilot Auto assist

Announced on | Rollout starts
February 05, 2026 | February 05, 2026

We’re excited to announce that admins and agents can now view certain auto assist events in the ticket events log 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?

You and your agents can view the following auto assist events in the ticket events log:

Approved reply suggestions and the agent who approved them

Completed actions, the name of the actor under which an action was executed, and the action execution status (completed, skipped or failed)
Failed actions are also visible in the conversation log to make it easier for agents to understand potential issues with actions

The most important events are also visible in the ticket conversation log. In the near future, more auto assist events will be added to these experiences.

Why is Zendesk making this change?

This improvement gives you and your agents more visibility into auto assist suggestions. This information can be used to review auto assist’s performance and improve it by tweaking the procedures, articles and existing auto assist configuration.

What do I need to do?

To learn more, see Viewing all events for ticket updates and Using auto assist to solve tickets.

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.