Resources for Zendesk Copilot



Meet Zendesk Copilot (5:05) Getting the most out of Zendesk Copilot Join our customers who are saving around 45 seconds per ticket, as well as a 10% increase in agent productivity since leveraging Zendesk’s Copilot. We've gathered the most helpful resources to help you quickly get started and begin seeing value immediately.

Preparing to use



Get familiar with our Copilot capabilities, what they enable teams to do and how they can help you achieve your operational goals. Let us help you iron out your strategy and pick what’s best for your teams and business.

Video: Preparing to use Copilot
Getting started with Zendesk AI and Copilot
About Zendesk Copilot
List of generative AI features in Zendesk
Zendesk AI Data Use Information




Getting started
Turn it on, plug it into your workflows, and enhance your reporting with meaningful insights to narrow your focus and identify areas of opportunity. Educate your teams on how to leverage these powerful, easy-to-use insights for faster, more personalized service.

About agent copilot
Migrating to the new agent copilot experience
Using auto assist to help agents solve tickets
Turning on and configuring auto assist
Creating and managing procedures for auto assist
Creating and managing actions for auto assist
Using AI to generate a first reply in a ticket
Turning on suggested first replies
Video: Getting started with intelligent triage
About intelligent triage
Automatically detecting customer intent, language, and sentiment
Choosing a routing method for automatically triaged tickets
Creating views for automatically triaged tickets
Enhancing ticket comments using generative AI
Turning on enhance writing
Summarizing ticket comments using generative AI
Turning on ticket summarization
Turning on and configuring Intelligence in the context panel (Legacy)
Viewing intelligent triage predictions
Creating macros from macro suggestions
Using quick answers for generative search in tickets
Finding tickets similar to the current ticket (EAP)
Turning on similar tickets
Merging related tickets based on suggestions
Turning on merging suggestions
Using generative AI to create call summaries on tickets






Tips for achieving service excellence



Now that you've turned it on and your teams and business are benefiting from the intelligence, check out these helpful best practices to ensure everyone in your organization is operating at their highest level.

Video: Achieving service excellence with Advanced AI
Best practices for boosting agent productivity with AI features
Best practices for using Zendesk AI in your industry
Workflow recipe: Canceling and refunding a Shopify order with auto assist
Intelligent triage use cases and workflows
Using intelligent triage to identify and act on ticket escalations
Recipe: Adding comments and notes to tickets using triggers




Make data-driven decisions
Built on the world’s largest customer experience-specific dataset tuned to your industry and business, our Advanced AI gives you the ability to keep improving at every step by pinpointing where to optimize and inform your operations for best-in-class service.

Explore recipe: Reporting on the auto assist feature of agent copilot
Explore recipe: Reporting on suggested first replies
Analyzing intelligent triage results and taking action
Analyzing your agents' use of generative AI
Explore recipe: Intelligent triage predictions and confidence
Explore recipe: Intelligent triage changes to intent
Explore recipe: Comparing intelligent triage intent predictions with a custom About field
Explore recipe: Breakdown of CSAT by customer sentiment



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