Announcing simplify and custom prompt generative AI writing tools

Announced on | Rollout starts | Rollout ends
March 17, 2025 | March 17, 2025 | March 18, 2025

Two new generative AI writing tools, simplify and custom prompt, are now available as part of agent copilot.

With this release, agents can now use these new writing tools to improve the content of their ticket comments in different ways:

Simplify: Rephrases the content of an agent's comment to be more concise and focus on the main idea.

Write a custom prompt: Changes an agent's comment based on the custom instructions they enter that enhance or adjust the text. For example, they can fix grammar, fix typos, add bullet points, summarize in one line, etc.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

These new options are added to the enhance writing feature in the Zendesk Agent Workspace.

Simplify

Custom prompt

Why is Zendesk making this change?

These new options provide additional ways for agents to enhance their writing, reducing the time they spend crafting responses. Our goal is to increase agents' productivity while composing responses.

What do I need to do?

The enhance writing features are turned on by default. Unless an admin has made changes, then agents will have access to these tools in the Agent Workspace. To learn more, see Enhancing ticket comments using generative AI.

Use these new features and share your feedback. Let us know what you think, what you would like to see improve, and how that would help your workflows. We're looking forward to hearing from you. Thank you!