Turning Zendesk AI features on or off

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You can turn individual AI features on or off from Admin Center and check
their status on the Overview page. The article covers Suite AI tools like
ticket summarization, suggested macros, quick answers, translations, article
summaries, intelligent triage, and writing help, plus Copilot add-on features
such as auto assist, first reply suggestions, merge suggestions, similar
tickets, communication guidelines, call summaries, and voice suggestions.
To disable AI agents, unpublish them or remove their channels.
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<p id="docs-hc-snippet" style="display: none;">The Zendesk Suite includes a basic set of AI tools at no additional cost, and AI agent functionality with usage measured throughautomated resolutions. For more robust AI-powered tools, Zendesk offers the Copilot add-on. To learn more about Zendesk's AI features, seeOverview of Zendesk AI offerings.</p>

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<p class="p">The Zendesk Suite includes a basic set of AI tools at no additional cost, and AI agent
functionality with usage measured through <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolutions</a>. For more robust AI-powered tools, Zendesk
offers the Copilot add-on. To learn more about Zendesk's AI features, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10018448457498" target="_blank">Overview of Zendesk AI offerings</a>.</p>
<p class="p">Some individual AI features are turned on by default, and others must be turned on. You can
monitor the status of most of the AI features in your account from the Overview page in Admin
Center. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8997125297946#topic_ypj_y3f_p2c" target="_blank">Opening the Overview page</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_t2l_5fb_nhc__image_eb2_v11_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_hub_features3.png" width="600"></p>
<p class="p">This article covers AI features in Zendesk, excluding AI agents features. </p>
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<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Resources for managing Zendesk AI features</span></caption>
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<td class="entry cellrowborder" style="vertical-align:top;">
<strong class="ph b">Zendesk AI features</strong><p class="p">(included in Suite)</p>
</td>
<td class="entry cellrowborder" style="vertical-align:top;">See the following articles for details on how to manage AI-powered tools
included in the Suite:<div class="p">
<ul class="ul" id="topic_t2l_5fb_nhc__ul_kcr_thb_nhc">
<li class="li">
<strong class="ph b">Admin copilot</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10013995711386#topic_rwb_5dt_fjc" target="_blank">Managing access to admin copilot
conversational assistance</a>
</li>
<li class="li">
<strong class="ph b">Enhance writing</strong>:<ul class="ul" id="topic_t2l_5fb_nhc__ul_ids_cc1_w3c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6948495103002" target="_blank">Turning the enhance writing generative AI
feature off or on</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10394259637402" target="_blank">Turning the generative AI writing tools
for Knowledge off or on</a></li>
</ul>
</li>
<li class="li">
<strong class="ph b">Ticket summarization</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037565521946" target="_blank">Turning on and configuring AI-generated
ticket summaries</a>
</li>
<li class="li">
<strong class="ph b">Suggested macros</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824813722" target="_blank">Turning suggested macros on or
off</a>
</li>
<li class="li">
<strong class="ph b">Quick answers</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8079579364250" target="_blank">Turning quick answers on and off for Agent
Workspace</a>
</li>
<li class="li">
<strong class="ph b">Translations</strong>: <ul class="ul" id="topic_t2l_5fb_nhc__ul_fcf_141_w3c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9380429475738" target="_blank">Turning on and off AI translations for
articles</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9837507006106" target="_blank">Turning on and off AI translation for
ticket conversations</a></li>
</ul>
</li>
<li class="li">
<strong class="ph b">Summarize articles</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10411485631514" target="_blank">Turning on and off AI-generated article
summaries</a>
</li>
<li class="li">
<strong class="ph b">Intelligent triage</strong>: <ul class="ul" id="topic_t2l_5fb_nhc__ul_vf1_jg1_w3c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Automatically classifying tickets with
intelligent triage</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">Classifying unique information in tickets
with entities</a></li>
</ul>
</li>
<li class="li">
<strong class="ph b">Suggest tickets to merge</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8044075423514" target="_blank">Turning on merging suggestions for
tickets</a>
</li>
</ul>
</div>
</td>
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<td class="entry cellrowborder" style="vertical-align:top;">
<strong class="ph b">Zendesk Copilot</strong><p class="p">(add-on for purchase)</p>
</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Zendesk Copilot</a> includes all AI features in
the Suite, as well as additional features that provide more robust AI
assistance.<div class="p">See the following articles for details on how to manage AI features
included in the Copilot-add-on:<ul class="ul" id="topic_t2l_5fb_nhc__ul_ybw_hf1_w3c">
<li class="li">
<strong class="ph b">Auto assist</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">Turning on and configuring auto
assist</a>
</li>
<li class="li">
<strong class="ph b">AI-generated procedures</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10148571264666" target="_blank">Turning AI-generated procedures on or
off</a>
</li>
<li class="li">
<strong class="ph b">Suggest first replies</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037936748570" target="_blank">Turning on suggested first
replies</a>
</li>
<li class="li">
<strong class="ph b">Similar tickets</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8036381366426" target="_blank">Turning on similar tickets</a>
</li>
<li class="li">
<strong class="ph b">Communication guidelines</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8761641980698#topic_krn_2xp_22c" target="_blank">Turning communication guidelines on or
off</a>
</li>
<li class="li">
<strong class="ph b">Call summaries and transcripts</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6170157307162" target="_blank">Using generative AI to create call summaries
and transcripts on tickets</a>
</li>
<li class="li">
<strong class="ph b">Real-time AI suggestions for voice calls</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9752130101914#topic_ejj_1xl_tgc" target="_blank">Turning on real-time AI suggestions for voice
calls</a>
</li>
<li class="li">
<strong class="ph b">Intelligent triage</strong> (workflows): <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5222280338202" target="_blank">Intelligent triage use cases and
workflows</a>
</li>
</ul>
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<td class="entry cellrowborder" style="vertical-align:top;"><strong class="ph b">Zendesk AI agents</strong></td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p">To turn off AI agents, you must unpublish each AI agent you're using:</p>
<ul class="ul" id="topic_t2l_5fb_nhc__ul_gmq_ghq_2jc">
<li class="li">
<strong class="ph b">AI agent</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394#topic_gws_1gc_2jc" target="_blank">Manage the AI agent’s channels</a> and
remove any selected channels.</li>
<li class="li">
<strong class="ph b">Advanced AI agent</strong>: For a messaging AI agent, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357757911834#topic_k4b_q4j_jhc" target="_blank">remove any routing rules for the AI
agent</a>. For an email AI agent, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357750858010#topic_jm3_qsk_m2c" target="_blank">disconnect it from email</a>. This applies
only to customers who bough AI agents - Advanced before March 10, 2026.</li>
<li class="li">
<strong class="ph b">Legacy AI agent or essential AI agent</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250#topic_xfh_f1t_dgc" target="_blank">Republish the AI agent</a> and remove it
from all channels.</li>
</ul>
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