About Zendesk Copilot


Zendesk Copilot is a set of features that expand on theAI 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.


What's my plan?







Add-on

Copilot







Verified AI summary ◀▼
Copilot enhances your customer service with AI tools like intelligent triage, auto assist, and ticket summaries. It streamlines workflows, boosts agent productivity, and provides real-time suggestions during voice calls. Features like suggested replies and enhanced writing improve response quality. Available as an add-on for Professional plans and above, it requires the Agent Workspace and specific configurations for full functionality.




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




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. Additionally, you can define entities to
detect unique details, such as product names, in tickets.
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 macros in different ways.
What it does:



Expand: Rephrases the content of an agent comment
or macro content with additional language.

Simplify: Rephrases the content of an agent
comment or macro to be more concise and
focus on the main idea.

Make more friendly: Changes the tone of an agent
comment or macro so that it sounds more
conversational.

Make more formal: Changes the tone of an agent
comment or macro so that it sounds more
professional.

Write a custom prompt: Changes the content of an
agent comment or macro based on the custom instructions
entered to enhance or adjust text.

For more information, see Enhancing ticket
comments using generative AI and Enhancing macro
content using generative AI.



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.





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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