Announcing AI-generated procedures and enhanced recommendations

Announced on | Rollout starts | Rollout ends
January 19, 2026 | January 19, 2026 | January 21, 2026

We’re excited to announce that Copilot admins can now benefit from enhanced procedure recommendations that may include up to three new AI-generated procedure drafts per week ready to be reviewed and published.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

To get more out of auto assist, you’ll now receive new procedure recommendations, which include drafts of procedures automatically generated by AI. AI-generated procedure drafts focus on your most common customer support issues and combine both solved ticket data and existing knowledge base content to generate step-by-step guidance to achieve successful resolution.

When you have new AI-generated procedure drafts to review and publish, you’ll see the procedure recommendation on both the Auto assist and Recommendations pages in Admin Center. You can then navigate directly to Knowledge admin from the recommendation to review, edit, and publish your AI-generated procedure drafts so that they’re ready to be used by auto assist.

At any time, you can access your  AI-generated procedure drafts on the Procedures page in Knowledge admin.

Why is Zendesk making this change?

Auto assist delivers the most value when the right procedures are in place. However, creating procedures from scratch can often be time-consuming and complex. As a result, teams may either delay setup, or end up with procedures that don’t fully unlock the power of auto assist.

Procedure recommendations remove this friction by proactively guiding you to the customer support issues that auto assist is best suited for and turning your solved ticket and related knowledge base content into AI-generated drafts. With AI-generated procedure drafts, you can reduce the time you spend writing procedures and set up auto assist more efficiently.

What do I need to do?

If you're using auto assist, then you'll receive procedure recommendations depending on your ticket and account data. Procedure drafts are generated only as needed so you may not see recommendations right away.

To get most value out of auto assist, we recommend that you:

Check for procedure recommendations weekly

Review and make any necessary changes to the procedure (if needed)

Publish the procedure so it becomes available to auto assist

Ensure that relevant tickets are tagged with auto assist tag

Monitor auto assist performance (e.g. acceptance rates) using the Procedures page in Knowledge admin or the Agent Copilot Productivity dashboard

Iterate on the procedure until it meets your expectations

Continue reviewing new AI-generated procedures as they become available

To learn more, see Reviewing and publishing AI-generated procedures for auto assist and Understanding Copilot recommendations.

By default, AI-generated procedure drafts are automatically generated. You can turn them off in Knowledge admin if needed.

If you have feedback to specific AI-generated procedure drafts you can use this form. 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.