Announcing new guided onboarding for Copilot auto assist

Announced on | Rollout starts | Rollout ends
August 19, 2026 | August 19, 2026 | August 20, 2026

We’re happy to announce that turning on and getting value from Copilot auto assist got much simpler thanks to guided onboarding. In three steps you can:

Select knowledge sources available to auto assist

Decide who has access to auto assist and turn it on

Review and publish AI-generated procedures that will ground auto assist in your business processes

This announcement includes the following topics:

What is changing?

What do I need to do?

What is changing?

For new and existing users of auto assist, guided onboarding will be available in Admin center. After the first admin in a given account completes the onboarding, it will no longer be available on that account.

What do I need to do?

Whether you're an existing user of auto assist or you haven’t used it yet but wanted to try it, go to Admin center and follow the three guided steps. See Turning on and configuring auto assist to learn more.

Note: Remember that to see auto assist suggestions on tickets you must tag the desired tickets with the agent_copilot_enabled tag to indicate to auto assist that it should be active on these tickets. If you're participating in the updated auto assist experience EAP, then this doesn't apply to tickets that use the Based on confidence suggestion mode..

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.