Announcing AI-generated procedure drafts for new Copilot customers

Announced on | Rollout on
May 21, 2026 | May 21, 2026

Zendesk is making it even easier to leverage the power of AI by automatically creating procedure drafts for all accounts on Copilot add-on. By identifying your most common support topics, we help you automate your workflows from day one.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Customers who purchase the Copilot add-on will now get three procedure drafts out of the box for auto assist, automatically generated for them within 24 hours of purchase. Previously, these AI-generated procedures were created only after customers started using auto assist.

These drafts are developed based on:

The most common customer support issues detected in your tickets

Relevant solved tickets from the last 30 days

Existing knowledge base articles

Why is Zendesk making this change?

Zendesk is introducing this update to help new Copilot customers see value from auto assist right away. By providing these high-quality drafts within 24 hours of purchase and making them readily available to start from, we help you better understand what use cases are suitable for auto assist before you activate it.

What do I need to do?

You do not need to take any action. These drafts will appear automatically in your account for anyone who already purchased the Copilot add-on, and within 24 hours of purchasing the Copilot add-on for new customers.To learn more about managing these drafts, see About AI-generated procedures.

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.