Announcing an optimized auto assist composer experience in the Agent Workspace

Announced on | Rollout starts | Rollout ends
May 27, 2026 | June 22, 2026 | July 24, 2026

We’re updating the auto assist composer experience in the Agent Workspace to make AI suggestions feel like a natural part of replying to customers - without interrupting an agent’s workflow.

Beginning on June 22, we’ll start rolling out this update to accounts over a period of two weeks.

Watch the demo video below to see how the new auto assist composer works:

"The new auto assist agent composer experience (2:03)"

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Today, when Auto Assist generates a reply suggestion, it can take over the composer. With this update, agents stay in the standard composer and auto assist behaves more progressively based on what the agent is doing:

While a suggestion is generating: Agents will see an indicator that a suggestion is being prepared, and they can continue drafting their response.

If the agent is already typing when a suggestion becomes available: The suggestion appears as a banner above the standard composer, so agents can keep writing or click to review the suggestion.

If the agent hasn’t started typing and a suggestion is available: The suggestion opens in the auto assist composer, and agents can edit immediately, accept, or dismiss - without an extra click. Agents can also use the Reset option to restore the original suggestion.

If no suggestion is available: Agents see the standard composer with a greyed-out auto assist icon. Hovering over the icon provides more detail on why a suggestion isn’t available (for example, missing sources, error, etc).

No functionality is being removed. Agents can still do everything they do today, including leaving feedback, viewing suggestion rationale, receiving notifications when suggestions are ready, and using composer resizing.

Why is Zendesk making this change?

Auto assist is most effective when it’s easy to adopt and supports fast, consistent ticket resolution. This update reduces context switching and interruptions, helping Auto Assist feel less like a separate “AI mode” and more like a seamless part of the agent workflow - especially as auto assist expands to support more tickets over time.

What do I need to do?

No action is required. This update will appear automatically in the Agent Workspace as it rolls out to your account.

To learn more about using Auto Assist suggestions in the composer, see Using auto assist to solve tickets.

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.