Turning Zendesk AI features on or off


The Zendesk Suite includes a basic set of AI tools and AI agent functionality. For more robust AI-powered tools and advanced AI agent functionality, Zendesk offers the Copilot add-on and the AI agents - Advanced add-on. To learn more about Zendesk's AI features, seeOverview of Zendesk AI offerings.

Summary: ◀▼
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.



The Zendesk Suite includes a basic set of AI tools and AI agent functionality. For more
robust AI-powered tools and advanced AI agent functionality, Zendesk offers the Copilot add-on
and the AI agents - Advanced add-on. To learn more about Zendesk's AI features, see Overview of Zendesk AI offerings.
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 Opening the Overview page.

This article covers AI features in Zendesk, excluding AI agents features.



Table 1. Resources for managing Zendesk AI features







Zendesk AI features (included in Suite)

See the following articles for details on how to manage AI-powered tools
included in the Suite:


Admin copilot: Managing access to admin copilot
conversational assistance


Enhance writing:
Turning the enhance writing generative AI
feature off or on
Turning the generative AI writing tools
for Knowledge off or on



Ticket summarization: Turning on and configuring AI-generated
ticket summaries


Suggested macros: Turning suggested macros on or
off


Quick answers: Turning quick answers on and off for Agent
Workspace


Translations:
Turning on and off AI translations for
articles
Turning on and off AI translation for
ticket conversations



Summarize articles: Turning on and off AI-generated article
summaries


Intelligent triage:
Automatically classifying tickets with
intelligent triage
Classifying unique information in tickets
with entities








Zendesk Copilot (add-on for purchase)


Zendesk Copilot includes all AI features in
the Suite, as well as additional features that provide more robust AI
assistance. See the following articles for details on how to manage AI features
included in the Copilot-add-on:

Auto assist: Turning on and configuring auto
assist


Suggest first replies: Turning on suggested first
replies


Suggest tickets to merge: Turning on merging suggestions for
tickets


Similar tickets: Turning on similar tickets


Communication guidelines: Turning communication guidelines on or
off


Call summaries and transcripts: Using generative AI to create call summaries
and transcripts on tickets


Real-time AI suggestions for voice calls: Turning on real-time AI suggestions for voice
calls


Intelligent triage (workflows): Intelligent triage use cases and
workflows






Zendesk AI agents

To turn off AI agents, you must unpublish each AI agent you're using:


AI agent: Manage the AI agent’s channels and
remove any selected channels.

Advanced AI agent: For a messaging AI agent, remove any routing rules for the AI
agent. For an email AI agent, disconnect it from email.

Legacy AI agent or essential AI agent: Republish the AI agent and remove it
from all channels.








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