About Zendesk Copilot

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_copilot">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Copilot</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<p class="p" id="ai_introduction__note_owy_qnb_hbc">Zendesk Copilot is a set of features that expand on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608652527386" target="_blank">AI offerings already built into the Zendesk
Suite</a>. 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. </p>
<p class="p">Watch the video below to see Copilot in action.</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="" class="iframe" controls="controls" height="360" src="https://www.youtube.com/embed/Trc6EqHFSkE" width="640"></iframe></div>
<p class="p">"Zendesk Copilot overview demo (5:04)"</p>
<p class="p">This article answers the following questions: </p>
<ul class="ul" id="ai_introduction__ul_it3_y1c_3xb">
<li class="li">
<a class="xref" href="#topic_v2y_y1c_3xb">What is Copilot?</a>
</li>
<li class="li">
<a class="xref" href="#topic_zcx_1bc_3xb">How does Copilot work?</a>
</li>
<li class="li"><a class="xref" href="#topic_fjm_bbc_3xb">Why should I use Copilot? </a></li>
<li class="li">
<a class="xref" href="#topic_zrs_cbc_3xb">How do I turn Copilot on?</a>
</li>
<li class="li">
<a class="xref" href="#topic_rv3_dbc_3xb">Where can I learn more?</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_v2y_y1c_3xb">
<h2 class="title topictitle2" id="ariaid-title2">What is Copilot? </h2>
<div class="body">
<p class="p">Zendesk Copilot is a set of powerful artificial intelligence (AI) tools that are purpose-built
for the customer service experience.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zcx_1bc_3xb">
<h2 class="title topictitle2" id="ariaid-title3">How does Copilot work? </h2>
<div class="body">
<p class="p">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:</p>
<div class="p">
<ul class="ul">
<li class="li">
<a class="xref" href="#topic_apf_scc_3xb">Intelligent triage</a>
</li>
<li class="li"><a class="xref" href="#topic_tdv_bgn_xcc">Auto assist</a></li>
<li class="li"><a class="xref" href="#topic_n4s_3gn_xcc">Suggested first replies</a></li>
<li class="li"><a class="xref" href="#topic_wf5_tkn_xcc">Ticket summaries</a></li>
<li class="li"><a class="xref" href="#topic_dyf_5kn_xcc">Enhance writing</a></li>
<li class="li"><a class="xref" href="#topic_bqp_3f3_tcc">Merging suggestions for related tickets</a></li>
<li class="li"><a class="xref" href="#topic_p24_4vf_5bc">Voice call summaries and post-call transcription</a></li>
<li class="li"><a class="xref" href="#topic_awq_qcx_zgc">Real-time AI suggestions for voice calls</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_apf_scc_3xb">
<h3 class="title topictitle3" id="ariaid-title4">Intelligent triage </h3>
<div class="body">
<p class="p">Intelligent triage automatically classifies every incoming request by topic, entity, sentiment,
and language, giving you context into what customers are
asking, how they feel, and what details matter most.</p>
<p class="p"><strong class="ph b">What it does:</strong>
</p>
<ul class="ul" id="topic_apf_scc_3xb__ul_gsv_zcc_3xb">
<li class="li">
<strong class="ph b">Eliminates manual triage</strong> by automatically classifying incoming requests by topic,
language, and sentiment, saving 30-60 seconds on
each request. </li>
<li class="li">
<strong class="ph b">Powers automated routing workflows</strong> that send incoming requests to the appropriate agent
the first time. </li>
<li class="li">
<strong class="ph b">Automates responses to customers</strong> that allow them to self-serve and solve their own
requests. </li>
<li class="li">
<strong class="ph b">Proactively requests missing information</strong> so agents can save time and manual effort. </li>
<li class="li">
<strong class="ph b">Gives you deeper reporting insights</strong> to better understand your customers and optimize your
operations. </li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">About intelligent triage</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_tdv_bgn_xcc">
<h3 class="title topictitle3" id="ariaid-title5">Auto assist</h3>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">What it does:</strong></p>
<ul class="ul" id="topic_tdv_bgn_xcc__ul_uvn_2ln_xcc">
<li class="li">
<strong class="ph b">Lets agents spend less time on repetitive tickets</strong>
by following automatically generated guidance from
auto assist. </li>
<li class="li">
<strong class="ph b">Guides agents to solve tickets more consistently</strong>
based on admin-configured procedures.</li>
<li class="li">
<strong class="ph b">Takes actions on behalf of the agent</strong> after the
agent has reviewed and approved them. </li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866" target="_blank">About auto
assist</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_n4s_3gn_xcc">
<h3 class="title topictitle3" id="ariaid-title6">Suggested first replies</h3>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">What it does:</strong></p>
<ul class="ul" id="topic_n4s_3gn_xcc__ul_kyl_hln_xcc">
<li class="li">
<strong class="ph b">Increases first response times</strong> by giving agents
the right words to get the conversation started,
ultimately helping them resolve customer requests
more quickly. </li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037936748570#id_ubm_nf3_xcc" target="_blank">About suggested first
replies</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_wf5_tkn_xcc">
<h3 class="title topictitle3" id="ariaid-title7">Ticket summaries</h3>
<div class="body">
<p class="p">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. </p>
<p class="p">What it does: </p>
<ul class="ul" id="topic_wf5_tkn_xcc__ul_m4y_wkn_xcc">
<li class="li">
<strong class="ph b">Gets agents up to speed quickly with a ticket</strong> by
recapping all the public comments that have been
added to the ticket so far. </li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037565521946#topic_iz1_hp1_xcc" target="_blank">About ticket
summarization</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_dyf_5kn_xcc">
<h3 class="title topictitle3" id="ariaid-title8">Enhance writing</h3>
<div class="body">
<p class="p">Enhance writing automatically improves the content of agent
comments and macros in different ways. 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. </p>
<p class="p"><strong class="ph b">What it does:</strong>
</p>
<ul class="ul" id="topic_dyf_5kn_xcc__ul_n4f_ykn_xcc">
<li class="li">
<strong class="ph b">Expand</strong>: Rephrases the content of an agent comment
or macro content with additional language. </li>
<li class="li">
<strong class="ph b">Simplify</strong>: Rephrases the content of an agent
comment or macro to be more concise and
focus on the main idea.</li>
<li class="li">
<strong class="ph b">Make more friendly</strong>: Changes the tone of an agent
comment or macro so that it sounds more
conversational. </li>
<li class="li">
<strong class="ph b">Make more formal</strong>: Changes the tone of an agent
comment or macro so that it sounds more
professional. </li>
<li class="li">
<strong class="ph b">Write a custom prompt</strong>: Changes the content of an
agent comment or macro based on the custom instructions
entered to enhance or adjust text.</li>
</ul>
<p class="p">For more information, see <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>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_bqp_3f3_tcc">
<h3 class="title topictitle3" id="ariaid-title9">Merging suggestions for related tickets</h3>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">What it does:</strong>
</p>
<ul class="ul" id="topic_bqp_3f3_tcc__ul_ay3_2f3_tcc">
<li class="li">
<strong class="ph b">Proactively identifies tickets to be merged</strong> into
the ticket an agent is currently working on, helping
them solve multiple customer requests at once. </li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8044075423514#topic_flp_hqh_xcc" target="_blank">About merging
suggestions</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_p24_4vf_5bc">
<h3 class="title topictitle3" id="ariaid-title10">Voice call summaries and post-call transcription</h3>
<div class="body">
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr"><strong class="ph b">What it does:</strong></p>
<ul class="ul" id="topic_p24_4vf_5bc__ul_mcl_xfn_xcc">
<li class="li">
<strong class="ph b">Automatically converts call recordings to text</strong>
and saves the transcript to the ticket conversation
log for added context after a call ends.</li>
<li class="li">
<strong class="ph b">Creates a concise, AI-generated summary of the call
transcript</strong> and saves the summary to the ticket
conversation log.</li>
</ul>
<p class="p" dir="ltr">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6170157307162-Using-generative-AI-to-create-call-summaries" target="_blank">Using generative AI
to create call summaries and transcripts on
tickets</a>.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> There are additional usage costs involved in transcribing phone calls. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482" target="_blank">Zendesk phone
number availability and pricing page</a> for
more information.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_awq_qcx_zgc">
<h3 class="title topictitle3" id="ariaid-title11">Real-time AI suggestions for voice calls</h3>
<div class="body">
<p class="p">With real-time AI suggestions for voice calls, agents can
generate AI suggestions from help center content during live
phone calls.</p>
<p class="p"><strong class="ph b">What it does:</strong></p>
<ul class="ul" id="topic_awq_qcx_zgc__ul_lyr_tcx_zgc">
<li class="li">Transcribes phone calls in real time, allowing the AI to
analyze the conversation and understand the caller’s
issue.</li>
<li class="li">Searches your Zendesk help center and offers relevant
suggestions to assist agents in resolving issues as
they happen.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9752130101914" target="_blank">Using real-time AI
suggestions for voice calls</a>.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> There are additional usage costs involved in
transcribing phone calls. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482" target="_blank">Zendesk phone
number availability and pricing page</a> for
more information.</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_fjm_bbc_3xb">
<h2 class="title topictitle2" id="ariaid-title12">Why should I use Copilot?</h2>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_nl1_s4g_htb" target="_blank">topic model</a> leverages Zendesk
datasets representing years’ worth of data and a wide range of use
cases. </p>
<p class="p">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. </p>
<p class="p">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.</p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_zrs_cbc_3xb">
<h2 class="title topictitle2" id="ariaid-title13">How do I turn Copilot on? </h2>
<div class="body">
<p class="p">To get started with the Zendesk Copilot add-on, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026" target="_blank">Buying the Copilot add-on</a> or contact
your Zendesk account representative. </p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_rv3_dbc_3xb">
<h2 class="title topictitle2" id="ariaid-title14">Where can I learn more? </h2>
<div class="body">
<p class="p">For more information about Zendesk’s AI offerings, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608656346650" target="_blank">Resources for Zendesk Copilot</a>. </p>
<p class="p">To hear what we’re thinking around AI, see the <a class="xref" href="https://www.zendesk.com/blog/ai/" target="_blank">Artificial intelligence</a> section of the Zendesk Blog. </p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/5524125586330",
"url": "https://support.zendesk.com/hc/en-us/articles/5524125586330",
"headline": "About Zendesk Copilot",
"description": "You get an overview of Copilot, an AI add-on for Suite and Support plans, and the article explains its features, benefits, and how to turn it on.",
"articleSection": "Getting started with Zendesk AI",
"datePublished": "2023-03-24T18:29:02+00:00",
"dateModified": "2026-08-12T18:43:34.487074+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/5524125586330"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Copilot",
"@id": "https://support.zendesk.com/hc/en-us/sections/6191867835290"
}
}
}</script>
</body>