Announcing macros for auto assist suggestions

Announced on | Rollout on
August 21, 2025 | August 21, 2025

We’re introducing the ability for admins to add existing macros in auto assist procedures. This means that auto assist will be able to suggest macros to agents.

When auto assist suggests macros that agents already use, it helps agents save time and allows them to trust the output of auto assist suggestions more. Plus, you can reuse proven replies and feel confident that auto assist follows your internal procedures without extra manual setup.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

You can now insert existing, admin-created macros into auto assist procedures. After publishing your procedure, auto assist follows the procedure and suggests the macro to the agent whenever appropriate during the ticket conversation.

Why is Zendesk making this change?

Zendesk heard your feedback and is making this change because you and your agents already trust and use macros.

What do I need to do?

If you  have the Copilot add-on, you can start inserting your existing macros into procedures. See Creating procedures for 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.