About Zendesk Copilot



What's my plan?






Add-on

Copilot







Verified AI summary ◀▼


Copilot is an AI-powered add-on that enhances your customer service experience
by automating tasks like intelligent triage, auto assist, and ticket
summaries. It helps reduce agent workload, improve response times, and
streamline workflows. Features include suggested replies, writing enhancements,
and AI translations, all designed to boost productivity and customer
satisfaction without needing extensive setup or technical expertise.




Zendesk Copilot is a set of features that expand on the
AI offerings already built into the Zendesk
Suite.
It’s available as an add-on for Suite and Support
Professional and above plans, allowing you to achieve even more of your
business goals, like increased cost savings, improved customer interactions,
reduced agent onboarding time, and more.

Watch the video below to see Copilot in action.



Meet Zendesk Copilot (5:05)
This article answers the following questions:


What is Copilot?


How does Copilot work?


Why should I use Copilot?


Who can use Copilot?


How do I turn Copilot on?


Where can I learn more?




What is Copilot?


Zendesk Copilot is a set of powerful artificial intelligence (AI)
tools that are purpose-built
for the customer service experience.




How does Copilot work?


The Zendesk Copilot add-on works across your entire customer service
experience. The following
advanced features included in the add-on allow you to get faster
value out of AI:




Intelligent triage


Auto assist


Suggested first replies


Ticket summaries


Enhance writing


Merging suggestions for related tickets


Macro suggestions for admins


Voice call summaries and post-call transcription


Real-time AI suggestions for voice calls


AI
translations for articles





Intelligent triage


Intelligent triage uses intent detection, language detection,
and sentiment analysis to classify
incoming requests and allow teams to power workflows based on
these insights.


What it does:



Eliminates manual triage by
automatically categorizing incoming requests with the
customer’s intent, language, and sentiment, saving 30-60
seconds on each
request.


Powers automated routing workflows
that send incoming requests to the appropriate agent
the first time.


Automates responses to customers
that allow them to self-serve and solve their own
requests.


Proactively requests missing information
so agents can save time and manual effort.


Gives you deeper reporting insights
to better understand your customers and optimize your
operations.



For more information, see
About intelligent triage.




Auto assist


Auto assist uses a large language model (LLM) to understand the
contents of submitted tickets and make suggestions to your
agents on how to solve them. It can also automatically
perform actions that have been approved by an agent. With
auto assist, agents spend less time on repetitive tickets,
solve tickets in a more consistent way, and ultimately close
more tickets.


What it does:



Lets agents spend less time on repetitive tickets
by following automatically generated guidance from
auto assist.


Guides agents to solve tickets more consistently
based on admin-configured procedures.


Takes actions on behalf of the agent
after the
agent has reviewed and approved them.



For more information, see
Using auto assist to
help agents solve tickets.




Suggested first replies


Suggested first replies use generative AI to suggest a first
response for agents in tickets based on existing macros and
help center articles. Using AI-generated suggestions to
respond to tickets helps agents save time and increase
productivity.


What it does:



Increases first response times
by giving agents
the right words to get the conversation started,
ultimately helping them resolve customer requests
more quickly.



For more information, see
Using AI to generate
a first reply in a ticket.




Ticket summaries


Ticket summaries recap the public comments that have been added
to a ticket so far, helping agents get up to speed and
respond to customers more quickly.

What it does:


Gets agents up to speed quickly with a ticket
by
recapping all the public comments that have been
added to the ticket so far.



For more information, see
Summarizing ticket
comments using generative AI.




Enhance writing


Enhance writing automatically improves the content of agent
comments and help center content in different ways.


What it does:



Expand: Rephrases the content
of an agent comment
or selected help center content with additional
language.


Make more friendly: Changes
the tone of an agent
comment or selected help center content so that it
sounds more conversational.


Make more formal: Changes the
tone of an agent
comment or selected help center content so that it
sounds more professional.


Simplify (help center only):
Changes the content
of selected help center content to be clearer and
more concise.


Summary (help center only):
Displays a concise
description of a help center article’s content.



For more information, see
Enhancing ticket
comments using generative AI
and
Using generative AI
to expand and enhance help center
content.




Generative AI for agents


The expand and tone shift features in the Agent Workspace composer
help agents be more productive
while still providing a high level of customer service. Agents
can click a
button to expand their reply from a few words to a full response,
or change the
tone of their reply to make it more friendly or more professional.


What it does:



Decreases the time agents need to craft a response
to a customer request.


Turns brief bullet points into a comprehensive response
that addresses a customer need.


Enhances the tone of agent responses
to maintain brand consistency across your support
team.



For more information, see
Expanding a comment you're composing
and
Changing the tone of a comment you're composing.




Merging suggestions for related tickets


Merging suggestions is a feature available in the Intelligence
section of a ticket’s context panel. Based on the ticket an
agent is viewing, the panel displays tickets submitted by
the same requester two weeks before and after the current
ticket was created.


What it does:



Proactively identifies tickets to be merged
into
the ticket an agent is currently working on, helping
them solve multiple customer requests at once.



For more information, see
Merging related
tickets based on suggestions.




Macro suggestions for admins


Macro suggestions for admins are AI-powered suggestions for new
shared macros that admins can
create to make their agents more effective.


What it does:



Offers suggestions to create shared macros
to help agents respond faster and more
consistently.


Identifies knowledge gaps in macros
and optimizes to provide the most relevant response.


Reduces the time spent on analysis
and promotes seamless collaboration between teams.



For more information, see
Creating macros from macro suggestions.




Voice call summaries and post-call transcription


With voice call summaries and post-call transcription
you can transcribe and summarize voice call recordings using
generative AI. This frees up agents from having to manually
write call notes during and after a call. Instead, they can
focus directly on solving customer problems and move
efficiently from call to call.


What it does:



Automatically converts call recordings to text
and saves the transcript to the ticket conversation
log for added context after a call ends.


Creates a concise, AI-generated summary of the call
transcript
and saves the summary to the ticket
conversation log.



For more information, see
Using generative AI
to create call summaries and transcripts on
tickets.



Note: There are additional
usage costs involved in transcribing phone calls. See
Zendesk phone
number availability and pricing page
for
more information.





Real-time AI suggestions for voice calls


With real-time AI suggestions for voice calls, agents can
generate AI suggestions from help center content during live
phone calls.


What it does:



Transcribes phone calls in real time, allowing the AI to
analyze the conversation and understand the caller’s
issue.


Searches your Zendesk help center and offers relevant
suggestions to assist agents in resolving issues as
they happen.



For more information, see
Using real-time AI
suggestions for voice calls.



Note: There are additional
usage costs involved in
transcribing phone calls. See
Zendesk phone
number availability and pricing page
for
more information.





AI translations for articles


AI translations for articles is an AI-powered feature that lets
you quickly create article translations from within the
article editor. If your help center is
configured to support
multiple languages,
you can use the AI
translation tool to populate an article with translated
content.


What it does:



Generate quick, easy, and cost-effective
translations
directly within the article
editor.



For more information, see
Translating articles
in your help center using AI.





Why should I use Copilot?


The Zendesk Copilot add-on helps you effectively scale your customer
service when resources are
stretched thin. Our AI models are pre-trained and purpose-built for
customer service. Our
intent model
leverages Zendesk
datasets representing years’ worth of data and a wide range of use
cases.


Because we've done the heavy lifting, you get robust AI capabilities—including
intelligent
workflows, agent assistance and productivity tools, and machine
learning predictions—all from one platform.


Even better, these tools are ready to go from day one. No need to
waste months

training a model, no need for developer or data science resources,
and no concerns
that your AI investment won't produce actionable results.




Who can use Copilot?


The table below summarizes the requirements to use the Zendesk Copilot
add-on and its included
features.











What's available

Requirement type

Requirement details





Copilot add-on
Plan type



Suite Professional and above (Legacy plans not eligible)
Support Professional and above (Legacy plans not eligible)




Auto assist
Instance-level


Agent Workspace turned on



Be migrated to the
improved messaging
backend.
Most Zendesk accounts have already
been migrated. To see if your account
has been
migrated, open
Admin Center
and search for the Messaging triggers
page. If you
see this page, your account has been
migrated. If
you don’t see this page, your account
has not yet
been migrated but will be in the future.





Suggested first replies
Instance-level



Agent Workspace turned on



Be eligible for suggested macros.
See
the eligibility requirements in
Turning
suggested macros on or off.






Ticket summaries
Instance-level


Agent Workspace turned on




Enhance writing
Instance-level


Agent Workspace turned on




Merging suggestions
Instance-level


Agent Workspace turned on




Quick answers for Agent Workspace
Instance-level


Agent Workspace turned on




Macro suggestions for admins

Ticket volume



150+ tickets in English in the past 3 months





Voice call summaries and post-call
transcription

None


No additional requirements




Real-time AI suggestions for voice calls
Instance-level


No additional requirements




AI translations for articles
Instance-level





New article
editor


Help center
configured to support multiple
languages













How do I turn Copilot on?


To get started with the Zendesk Copilot add-on, see
Buying the Copilot add-on
or contact
your Zendesk account representative.




Where can I learn more?


For more information about Zendesk’s AI offerings, see
Resources for Zendesk Copilot.


To hear what we’re thinking around AI, see the
Artificial intelligence
section of the Zendesk Blog.




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