Announcing auto assist improvements using similar solved tickets

Announced on | Rollout starts | Rollout ends
July 14, 2026 | July 13, 2026 | July 15, 2026

Auto assist can now use similar solved tickets as a knowledge source across all channels and languages when no procedures or articles are available. This gives agents more relevant reply suggestions based on how customer issues are being resolved in real time, helping teams respond faster and deliver more consistent support.

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, part of the Copilot add-on, has been improved so that similar solved tickets used as a source are more precise, provide more suggestions, and support all channels and more languages. Previously, this source was more limited overall and supported only the email channel and English.

When auto assist makes a text suggestion using similar solved tickets, agents can view the rationale and which relevant tickets were used. See Viewing sources for auto assist suggestions.

Attention: Similar tickets are designed to complement procedures and articles by improving the text suggestion with real-world context. We strongly recommend using procedures as the primary and most reliable knowledge source, especially for workflows that require consistent steps, actions, macros, instructions, or complex SOPs. Similar tickets don't replace procedures, and implementations that rely only on similar tickets will provide limited value and aren't recommended.

Why is Zendesk making this change?

Using recently solved similar tickets expands what auto assist can learn from—especially the practical, “how we actually solved it” context that’s often missing from formal documentation. This can help auto assist produce suggestions that agents are more likely to accept, including for niche or less-documented scenarios.

What do I need to do?

No action is required. You'll automatically receive the update during the roll out window. To learn more about auto assist and its knowledge sources, see About auto assist.

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.