Announcing the ability for auto assist to read and update tags and certain ticket fields

Announced on | Rollout starts
March 20, 2025 | March 20, 2025

We are excited to announce that auto assist, which is part of agent copilot, can now read tags and certain standard and custom ticket fields. Auto assist can also suggest and execute updates of these fields in Zendesk Support.

List of fields auto assist can read and/or update:

Tags (read and update, but not remove)

Standard ticket fields (read and update): type, priority

Custom ticket fields (read): all types except lookup relationship

Custom ticket fields (update): dropdown, text, checkbox, number, decimal, date, regex

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 gains access to more information and actions when supporting agents in solving tickets. If any of the supported fields on a given ticket have a value, then these fields’ names and values will be available in auto assist’s context, and used to generate suggestions of replies and actions.

For example, admins can direct auto assist to read information from these fields to use in suggestion generation, and to suggest updates to these fields. An admin might add the following wording in procedures:

“If a ticket has a "VIP queue" tag, inform the customer that because of their VIP status their case will be handled urgently. Change the ticket priority to "Urgent" and "Casino status" field to "VIP.”

This will result in auto assist checking required information on a ticket and reacting accordingly by suggesting a desired reply and actions for the agent to review and accept.

Why is Zendesk making this change?

We’re making this change so that admins can use auto assist for tickets that need to read and/or update any of these fields for successful ticket resolution.

What do I need to do?

As an admin, think about how you can leverage these improvements to make your auto assist procedures even more powerful. Incorporate your ideas in your procedures by adding appropriate wording to procedures so that auto assist can suggest more replies and actions to agents. To learn more, see Creating and managing procedures for auto assist.