Getting started with AI features in the Zendesk Copilot add-on

<div class="article-banners">
<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank" rel="noopener noreferrer">What's my plan?</a></div>
<div class="article-banner" id="addon_copilot"><figure class="wysiwyg-table wysiwyg-table-align-left"><table style="margin-left: 0px; margin-right: auto;"><tbody><tr>
<td><strong>Add-on</strong></td>
<td>Copilot</td>
</tr></tbody></table></figure></div>
</div><p>Zendesk AI is the intelligence layer of the Zendesk platform. Built on billions of points of customer-service data, Zendesk AI enhances every part of your service experience with productivity tools for agents and new insights and instant actions for admins.</p><p>This article introduces you to all the AI-powered features Zendesk has to offer in the Copilot add-on. It shows you how to leverage these features to achieve your business goals, walks through the key items you need to set up the Copilot add-on, and gives you guidelines on where to find more information.</p><div class="note tip">
<span class="tiptitle">Tip:</span> For information on other AI features that are still in early access programs (EAPs), see <a href="https://support.zendesk.com/hc/en-us/articles/4408829663642#h_01J0PM180PA62RG0GK0S9RF902">Current and upcoming Zendesk betas and early access programs (EAPs)</a>.</div><p>This article contains the following topics:</p><ul>
<li data-list-item-id="e8aee5f0f55d892e21edefb899ee2ba9a"><a href="#h_01HH0CM5D1AC3S1X1CJHMJKMDP">Using AI to empower agents and improve efficiency</a></li>
<li class="labeled-content" data-content-labels="advanced" data-list-item-id="e295ceeee6d76f01645eab6be36ddcf05"><a href="#h_01HH0BTYYBV6ETWHG8779M9Y8C">Using AI to route tickets and provide faster service</a></li>
</ul><p>Related articles:</p><ul>
<li data-list-item-id="e120947f76f5abfe8a275fc24beab6d5e"><a href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank" rel="noopener noreferrer">About Zendesk Copilot</a></li>
<li data-list-item-id="e5b609a31048dbfd513ccb1890d420ff8"><a href="https://support.zendesk.com/hc/en-us/articles/5608656346650" target="_blank" rel="noopener noreferrer">Resources for Zendesk Copilot</a></li>
</ul><!--div id="h_01HH0BTGDG5KZPGRD3V3R3BZ6P" class="nested">
<h2 id="h_01HTJJ950HGR8B42M6MTT5S03D">Zendesk AI and Copilot at a glance</h2>
<p>
Zendesk offers two levels of AI functionality to meet your business needs:
</p>
<ul>
<li>
<strong>Zendesk AI</strong>, included with standalone product and Suite
plans, with specific features varying by plan level
</li>
<li>
<strong>Zendesk Copilot</strong>, available as an add-on for Suite and
Support Professional and above plans
</li>
</ul>
<p>
The table below summarizes the features included in each level.
</p>
<table style="border-collapse: collapse; width: 100%; height: 546px;" border="1">
<tbody>
<tr style="height: 67px;">
<td style="width: 25%; height: 67px;" bgcolor="#F5F5F5">&nbsp;</td>
<td style="width: 25%; height: 67px;" bgcolor="#F5F5F5">Automate customer interactions with AI agents</td>
<td style="width: 25%; height: 67px;" bgcolor="#F5F5F5">Assist agents to solve issues faster</td>
<td style="width: 25%; height: 67px;" bgcolor="#F5F5F5">Optimize your service workflows</td>
</tr>
<tr style="height: 236px;">
<td style="width: 25%; height: 236px;">
<p>
<strong>Zendesk AI</strong>
</p>
<p>
Included with Suite plans, with specific features varying
by plan level
</p>
</td>
<td style="width: 25%; height: 236px;">
<p>
<a href="/hc/en-us/articles/4408824263578" target="_blank" rel="noopener noreferrer">Conversation bots</a>
</p>
<p>
<a href="/hc/en-us/articles/4408820349850" target="_blank" rel="noopener noreferrer">Autoreplies with articles</a>
</p>
<p>
<a href="/hc/en-us/articles/6138268212634">Generative replies</a>
</p>
<p>
<a href="/hc/en-us/articles/4422584657434-Creating-conversation-bot-answers-for-common-customer-questions#:~:text=three%20AI%2Dpowered-,suggested%20intents,-to%20use%20instead" target="_blank" rel="noopener noreferrer">Suggested intents</a>
when creating answers
</p>
<p>
<a href="/hc/en-us/articles/5537827011994" target="_blank" rel="noopener noreferrer">Intent suggestions</a>
for unanswered questions
</p>
</td>
<td style="width: 25%; height: 236px;">
<p>
<a href="/hc/en-us/articles/4408826078362#topic_g5d_krv_hrb" target="_blank" rel="noopener noreferrer">Suggested macros</a>
for agents
</p>
<p>
<a href="/hc/en-us/articles/5581313653530" target="_blank" rel="noopener noreferrer">Knowledge in the context panel</a>
</p>
</td>
<td style="width: 25%; height: 236px;">
<p>
<a href="/hc/en-us/articles/5633225532826" target="_blank" rel="noopener noreferrer">Semantic search</a>
in the help center
</p>
</td>
</tr>
<tr style="height: 243px;">
<td style="width: 25%; height: 243px;">
<p>
<strong>Zendesk Copilot</strong>
</p>
<p>
Available as an add-on for Suite and Support Professional
and above
</p>
</td>
<td style="width: 25%; height: 243px;">
<br>
<p>&nbsp;</p>
</td>
<td style="width: 25%; height: 243px;">
<p>
<a href="/hc/en-us/articles/7051314237466">Auto assist</a>
</p>
<p>
<a href="/hc/en-us/articles/7041677653914">Suggested first replies</a>
</p>
<p>
<a href="/hc/en-us/articles/6942763726106">Quick answers for Agent Workspace</a>
</p>
<p>
<a href="/hc/en-us/articles/8037649972634">Ticket summaries</a>
</p>
<p>
<a href="/hc/en-us/articles/4685355428250">Intent, language, and sentiment predictions</a>
</p>
<p>
<a href="/hc/en-us/articles/5608712782362">Enhance writing</a>
</p>
<p>
<a href="/hc/en-us/articles/6885971957914">Merging suggestions</a>
</p>
</td>
<td style="width: 25%; height: 243px;">
<p>
<a href="/hc/en-us/articles/4964463770650" target="_blank" rel="noopener noreferrer">Intelligent triage</a>
</p>
<p>
<a href="/hc/en-us/articles/5217191091354" target="_blank" rel="noopener noreferrer">Macro suggestions</a>
for admins
</p>
<p>
<a href="/hc/en-us/articles/6191477770906#topic_ky5_qwg_xyb" target="_blank" rel="noopener noreferrer">Autoreplies</a>
and
<a href="/hc/en-us/articles/6191477770906#topic_kvx_rwg_xyb" target="_blank" rel="noopener noreferrer">Internal note</a>
trigger actions
</p>
<p>
<a href="/hc/en-us/articles/6267360002714">Generative AI for help center</a>
</p>
<p>
<a href="/hc/en-us/articles/6170157307162">Generative AI for voice</a>
</p>
</td>
</tr>
</tbody>
</table>
</div--><div class="nested" id="h_01HH0CM5D1AC3S1X1CJHMJKMDP">
<h2 id="h_01HTJJ950H3WH7ZZSZB7RD2TYX">Using AI to empower agents and improve efficiency</h2>
<p>Your agents have a lot on their plates these days. Give them the tools they need to succeed right out of the gate with a roundup of AI-derived intelligence, such as a ticket summary and user sentiment, in an easily accessible side panel.</p>
<p>You can save them time in other ways, too. Proactively suggest tickets they can merge together to solve multiple customer requests at once. Or for agents who take calls, give them tools that automatically transcribe and summarize the content of the call they just finished, saving them precious wrap-up time.</p>
<div class="accordion">
<div class="accordion-item labeled-content" data-content-labels="advanced">
<h2 class="accordion-header" id="hd_auto_assist"><button class="accordion-button" data-bs-target="#intro_auto_assist" data-bs-toggle="collapse" type="button">Give agents their own AI-powered assistant</button></h2>
<div class="accordion-collapse collapse" id="intro_auto_assist"><div class="accordion-body">
<p>Auto assist is an AI-powered assistant that helps agents solve tickets faster. 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.</p>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_example_suggestion.png" width="600"></p>
<p><strong>Benefits</strong></p>
<ul>
<li data-list-item-id="e7d62c303538e688dd5da3cea25036f0f">
<strong>Spend less time on repetitive tickets</strong> by following automatically generated guidance from auto assist.</li>
<li data-list-item-id="e607f2e8333e48c85736f165361743665">
<strong>Solve tickets in a more consistent way</strong> based on admin-configured procedures.</li>
<li data-list-item-id="ec9cb7dbee3b5e7c26afca91689317440">
<strong>Take actions on behalf of the agent</strong> after the agent has reviewed and approved them.</li>
</ul>
<p><strong>Prerequisites</strong></p>
<ul><li data-list-item-id="e325f0616a992eb1350c86d507e3dd90c">You must have <a href="https://support.zendesk.com/hc/en-us/articles/7924047699738">configured procedures</a> and (optionally) <a href="https://support.zendesk.com/hc/en-us/articles/8013439366810">actions</a>.</li></ul>
<p><strong>Show me how</strong></p>
<ul>
<li data-list-item-id="ef591228db17e515b8a8501e587e83ac7"><a href="https://support.zendesk.com/hc/en-us/articles/7051314237466">Using auto assist to help agents solve tickets</a></li>
<li data-list-item-id="ebe42562ddf6dae4be6defe61bb6ed52d"><a href="https://support.zendesk.com/hc/en-us/articles/8013454025114">Turning on and configuring auto assist</a></li>
<li data-list-item-id="eb40ef5394f01c0d32e039527453b5106"><a href="https://support.zendesk.com/hc/en-us/articles/7924047699738">Creating and managing procedures for auto assist</a></li>
<li data-list-item-id="e9fceb6c2e0baa976fead79af6abd3954"><a href="https://support.zendesk.com/hc/en-us/articles/8013439366810">Creating and managing actions for auto assist</a></li>
<li data-list-item-id="ed4b40a320c7ca64be773d35274684719"><a href="https://support.zendesk.com/hc/en-us/articles/7719560079642">Workflow recipe: Canceling and refunding a Shopify order with auto assist</a></li>
<li data-list-item-id="e1e1b479f883408ece110b72e3dfdfee6">
<a href="https://support.zendesk.com/hc/en-us/articles/7739110419610">Explore recipe: Reporting on the auto assist feature of agent copilot</a> </li>
</ul>
</div></div>
</div>
<div class="accordion-item labeled-content" data-content-labels="advanced">
<h2 class="accordion-header" id="hd_suggested_replies"><button class="accordion-button" data-bs-target="#intro_suggested_replies" data-bs-toggle="collapse" type="button">Get the conversation started</button></h2>
<div class="accordion-collapse collapse" id="intro_suggested_replies"><div class="accordion-body">
<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><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_replies_accept_updated.png" width="600"></p>
<p><strong>Benefits</strong></p>
<ul><li data-list-item-id="e637a8153476823425719ec866d64bbea">
<strong>Increase 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><strong>Show me how</strong></p>
<ul>
<li data-list-item-id="ed7140d43813b5a6177578cc67199f074"><a href="https://support.zendesk.com/hc/en-us/articles/7041677653914">Using AI to generate a first reply in a ticket</a></li>
<li data-list-item-id="ee9fc54af9402b212df12733b0db4bb14"><a href="https://support.zendesk.com/hc/en-us/articles/8037936748570">Turning on suggested first replies</a></li>
<li data-list-item-id="e19cb02845e607521eecafc7dbfff6948">
<a href="https://support.zendesk.com/hc/en-us/articles/8037982400794">Explore recipe: Reporting on suggested first replies</a> </li>
</ul>
</div></div>
</div>
<div class="accordion-item labeled-content" data-content-labels="advanced">
<h2 class="accordion-header" id="h_01HR5XXRFG7GE1FAX5T2ZY927D"><button class="accordion-button" data-bs-target="#intro_intelligence" data-bs-toggle="collapse" type="button">Get agents up to speed with a ticket quickly</button></h2>
<div class="accordion-collapse collapse" id="intro_intelligence"><div class="accordion-body">
<p>Ticket summaries, intelligent triage classifications, and enhanced suggested macros work together to give agents AI-powered insights and suggestions to help solve the customer’s issue faster.</p>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_view.png" width="600"></p>
<p><strong>Benefits</strong></p>
<ul>
<li data-list-item-id="e5623a7975fd64fc985d03ea06e59bbc3">
<strong>Get agents up to speed quickly with a ticket</strong> by using the summarize feature to recap all the public comments that have been added to the ticket so far.</li>
<li data-list-item-id="e5592310181720b31091bb9c6c3b82554">
<strong>Give agents access to insights</strong> on what the customer's ticket is about (its topic), how they feel about their request (their sentiment), and what language the customer's ticket is written in to find the best resolution quickly.</li>
<li data-list-item-id="e96fd8ccc24b2c1fd65ec6b1b02934e14">
<strong>Suggest the most relevant macros to apply</strong> so agents can respond and solve issues faster.</li>
</ul>
<p><strong>Prerequisites</strong></p>
<ul><li data-list-item-id="ead71afe8f455acc730c162b4e05b630a">You must be using <a href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank" rel="noopener noreferrer">intelligent triage</a> and (optionally) <a href="https://support.zendesk.com/hc/en-us/articles/4408826078362" target="_blank" rel="noopener noreferrer">suggested macros</a>.</li></ul>
<p><strong>Show me how</strong></p>
<ul>
<li data-list-item-id="eeb8dd78748fd9bc927703a1d217d5aef"><a href="https://support.zendesk.com/hc/en-us/articles/4685355428250" target="_blank" rel="noopener noreferrer">Viewing intelligent triage classifications</a></li>
<li data-list-item-id="e2cf3d491c7189b3e617c5c2ac551c042"><a href="https://support.zendesk.com/hc/en-us/articles/8037649972634">Summarizing ticket comments using generative AI</a></li>
<li data-list-item-id="e2012da81b1b3818b73b1f73091e4867c">
<a href="https://support.zendesk.com/hc/en-us/articles/4408826078362">Applying suggested macros to a ticket</a> </li>
</ul>
</div></div>
</div>
<div class="accordion-item labeled-content" data-content-labels="advanced">
<h2 class="accordion-header" id="hd_gen_AI_agents"><button class="accordion-button" data-bs-target="#intro_gen_AI_agents" data-bs-toggle="collapse" type="button"> Boost agent productivity when responding to tickets</button></h2>
<div class="accordion-collapse collapse" id="intro_gen_AI_agents"><div class="accordion-body">
<p>Agents can use the expand feature in the composer to save time while responding to a customer. Additionally, agents can change the tone of their comment to make it either more conversational or more professional, depending on the tone dictated by your company’s brand.</p>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summary_enhance_8.png" width="400"></p>
<p><strong>Benefits</strong></p>
<ul>
<li data-list-item-id="e06a842bc4c3e591a73a3cacbf8475aeb">
<strong>Decrease the time agents need to craft a response</strong> to a customer request.</li>
<li data-list-item-id="eea37c47bc588776983bfda3b2151e743">
<strong>Turn brief bullet points into a comprehensive response</strong> that addresses a customer need.</li>
<li data-list-item-id="e4bda918e79dca232bbce683b89d7cb62">
<strong>Enhance the tone of agent responses</strong> to maintain brand consistency across your support team.</li>
</ul>
<p><strong>Show me how</strong></p>
<ul>
<li data-list-item-id="e23e35a7241fe5f44a1ddf7e9e1329e27"><a href="https://support.zendesk.com/hc/en-us/articles/5608712782362#topic_r5d_xvc_3xb">Expanding a comment you're composing</a></li>
<li data-list-item-id="ea0380d36bfedc9b3549e9005e9dfe5ee">
<a href="https://support.zendesk.com/hc/en-us/articles/5608712782362#topic_w25_xvc_3xb">Changing the tone of a comment you're composing</a> </li>
</ul>
</div></div>
</div>
<div class="accordion-item">
<h2 class="accordion-header" id="h_01HR5XXRFH51ZGGXRQSH36EGGB"><button class="accordion-button" data-bs-target="#intro_suggested_macros" data-bs-toggle="collapse" type="button">Help agents address common issues consistently</button></h2>
<div class="accordion-collapse collapse" id="intro_suggested_macros"><div class="accordion-body">
<p>Suggested macros help agents find existing macros to apply to a ticket based on the content of that specific ticket.</p>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suggested_macros_list.png" width="400"></p>
<p><strong>Benefits</strong></p>
<ul><li data-list-item-id="e4da713438c5fb6395e1ca91f8d775a4e">
<strong>Give agents the right macros to quickly find resolutions for customers</strong>, all from their centralized workspace.</li></ul>
<p><strong>Prerequisites</strong></p>
<ul><li data-list-item-id="eb27a79b506763038e4105eb81fd22295">Your account must have <a href="https://support.zendesk.com/hc/en-us/articles/4408824813722#topic_ktj_hlv_hrb" target="_blank" rel="noopener noreferrer">enough macro usage data</a>.</li></ul>
<p><strong>Show me how</strong></p>
<ul>
<li data-list-item-id="e09619ae02b286b2090efa82d9e56afe5"><a href="https://support.zendesk.com/hc/en-us/articles/4408824813722" target="_blank" rel="noopener noreferrer">Enabling and disabling suggested macros</a></li>
<li data-list-item-id="e5643f6f6b5cbbe54688ef1d69e4fd98b"><a href="https://support.zendesk.com/hc/en-us/articles/4408826078362" target="_blank" rel="noopener noreferrer">Using suggested macros</a></li>
</ul>
<p><strong>More information</strong></p>
<ul><li data-list-item-id="e02f4c8b644c9c4da728a93004f61e609"><a href="https://support.zendesk.com/hc/en-us/articles/4408824631578" target="_blank" rel="noopener noreferrer">Macros resources</a></li></ul>
</div></div>
</div>
<div class="accordion-item labeled-content" data-content-labels="advanced">
<h2 class="accordion-header" id="hd_merging_suggestions"><button class="accordion-button" data-bs-target="#intro_merging_suggestions" data-bs-toggle="collapse" type="button"> Suggest tickets that can be merged together</button></h2>
<div class="accordion-collapse collapse" id="intro_merging_suggestions"><div class="accordion-body">
<p>Merging suggestions identify tickets that can be merged with the ticket the agent is currently working on. These suggestions appear in the context panel within a ticket.</p>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_merging_suggestions_panel_example.png" width="400"></p>
<p><strong>Benefits</strong></p>
<ul><li data-list-item-id="e8d0291d5bbaa2ba57337b28e9f7a79d5">
<strong>Proactively identify 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><strong>Show me how</strong></p>
<ul><li data-list-item-id="e1820beb67b31a9546fd021c3a4d86053"><a href="https://support.zendesk.com/hc/en-us/articles/6885971957914">Merging related tickets based on suggestions</a></li></ul>
</div></div>
</div>
<div class="accordion-item labeled-content" data-content-labels="advanced">
<h2 class="accordion-header" id="hd_gen_AI_voice"><button class="accordion-button" data-bs-target="#intro_gen_AI_voice" data-bs-toggle="collapse" type="button"> Help agents wrap up calls faster</button></h2>
<div class="accordion-collapse collapse" id="intro_gen_AI_voice"><div class="accordion-body">
<p>Generative AI for voice allows you to transcribe and summarize voice call recordings in Zendesk Talk. 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><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_voice_call_summary_example.png" width="400"></p>
<p><strong>Benefits</strong></p>
<ul>
<li data-list-item-id="e4353ebbb7afd0caacca9840f49106b8b">
<strong>Automatically convert call recordings to text</strong> and save the transcript to the ticket conversation log for added context after a call ends.</li>
<li data-list-item-id="eab8b1d2175fb6c6221de4487ee5fc76f">
<strong>Create a concise, AI-generated summary of the call transcript</strong> and save the summary to the ticket conversation log.</li>
</ul>
<p><strong>Prerequisites</strong></p>
<ul><li data-list-item-id="e1b5fc04d7fe5850090f52af813c8d77c">You must have the <a href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank" rel="noopener noreferrer">Copilot add-on</a>.</li></ul>
<p><strong>Show me how</strong></p>
<ul><li data-list-item-id="eff6d8b50d934b289094e59fa2dbf50ce"><a href="https://support.zendesk.com/hc/en-us/articles/6170157307162">Using generative AI to create call summaries on tickets</a></li></ul>
</div></div>
</div>
</div>
</div><div class="labeled-content nested" id="h_01HH0BTYYBV6ETWHG8779M9Y8C" data-content-labels="advanced">
<h2 id="h_01HTJJ950J3MJ7Y5BNM5JFS8PD">Using AI to route tickets and provide faster service</h2>
<p>Generally speaking, the faster service you provide, the happier your customers will be. Use Zendesk’s AI features to quickly route tickets to the right agents the first time, saving an average of 45 seconds per ticket compared to manual triage. Even better, deflect easily answered tickets altogether, giving your agents time to focus on more complex customer interactions.</p>
<p>Plus, supply agents with the right words to address commonly asked customer questions quickly. You can even give them a helping hand with just-in-time internal guidance about how to handle tricky tickets.</p>
<div class="accordion">
<div class="accordion-item labeled-content" data-content-labels="advanced">
<h2 class="accordion-header" id="h_01HR5XXRFHWN1VV9YG0KR4GZTD"><button class="accordion-button" data-bs-target="#intro_triage" data-bs-toggle="collapse" type="button">Route tickets based on customer needs</button></h2>
<div class="accordion-collapse collapse" id="intro_triage"><div class="accordion-body">
<p>Using intelligent triage, you can automatically route Support and messaging tickets to the right teams based on what the ticket is about (its topic), the language it's written in, whether the customer's message is positive or negative (its sentiment), or a combination of all three.</p>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ml_intelligent_triage_settings_active_updated.png" width="600"></p>
<p><strong>Benefits</strong></p>
<ul>
<li data-list-item-id="e5cfea5e28413e14cbc292ce327cee6e1">
<strong>Eliminate manual triage</strong> by automatically categorizing incoming requests with the customer’s topic, language, and sentiment, saving 30-60 seconds on each request.</li>
<li data-list-item-id="ee6aa1fe28f4637872d102d97c1dc46e4">
<strong>Power automated routing workflows</strong> that send incoming requests to the appropriate agent the first time.</li>
<li data-list-item-id="ecc9364efaf8be1cbaf8a03aefa5a50a5">
<strong>Automate responses to customers</strong>, allowing them to self-serve and solve their own requests.</li>
<li data-list-item-id="edd2dc26f090751b0993be2460420f8f8">
<strong>Proactively request missing information</strong> so agents can save time and manual effort.</li>
<li data-list-item-id="e90419b2a6127955c2dae9e96ea44add5">
<strong>Get deeper reporting insights</strong> to better understand your customers and optimize your operations.</li>
</ul>
<p><strong>Show me how</strong></p>
<ul>
<li data-list-item-id="ef59e198561914e2d19ca393b61c19c20"><a href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank" rel="noopener noreferrer">Automatically classifying tickets with intelligent triage</a></li>
<li data-list-item-id="e918f0edf606914415fa86fd347fcbb0f"><a href="https://support.zendesk.com/hc/en-us/articles/4973607684506" target="_blank" rel="noopener noreferrer">Choosing a routing method for automatically triaged tickets</a></li>
</ul>
<p><strong>Examples</strong></p>
<ul><li data-list-item-id="eccd74a354afbc4e4335ea4ca0c8911e1"><a href="https://support.zendesk.com/hc/en-us/articles/5222280338202" target="_blank" rel="noopener noreferrer">Intelligent triage use cases and workflows</a></li></ul>
<p><strong>Best practices</strong></p>
<ul><li data-list-item-id="e7ee26227a5be26a405be9121429b7430"><a href="https://support.zendesk.com/hc/en-us/articles/5201262314266" target="_blank" rel="noopener noreferrer">Analyzing intelligent triage results and taking action</a></li></ul>
<p><strong>More information</strong></p>
<ul><li data-list-item-id="e78b856879521acf3c4992ad67ae3a2e4"><a href="https://support.zendesk.com/hc/en-us/articles/4471123173402" target="_blank" rel="noopener noreferrer">Intelligent triage resources</a></li></ul>
</div></div>
</div>
<div class="accordion-item labeled-content" data-content-labels="advanced">
<h2 class="accordion-header" id="h_01HR5XXRFH8MZTNZVPZA4YRWM1"><button class="accordion-button" data-bs-target="#intro_adv_autoreplies" data-bs-toggle="collapse" type="button">Deflect easily answered customer requests</button></h2>
<div class="accordion-collapse collapse" id="intro_adv_autoreplies"><div class="accordion-body">
<p>Autoreplies with intelligent triage let you create custom responses to customer email requests based on AI classifications about topic, language, and sentiment. You build autoreplies with intelligent triage using the Autoreply trigger action.</p>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/advanced_autoreply_enduser-ex.png" width="600"></p>
<p><strong>Benefits</strong></p>
<ul><li data-list-item-id="e0e83d3fffb28414ad217c1b990f06a8c">
<strong>Automatically deflect a greater share of customer queries</strong>, freeing agents up to work on more complex customer requests.</li></ul>
<p><strong>Prerequisites</strong></p>
<ul><li data-list-item-id="e21658dd491a1ca07143dc69a5592c48b">You must be using <a href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank" rel="noopener noreferrer">intelligent triage</a>.</li></ul>
<p><strong>Show me how</strong></p>
<ul><li data-list-item-id="eed101877de98d893a0e467d6c9049d14"><a href="https://support.zendesk.com/hc/en-us/articles/6191477770906#topic_ky5_qwg_xyb" target="_blank" rel="noopener noreferrer">Adding a public comment to a ticket using a trigger</a></li></ul>
</div></div>
</div>
<div class="accordion-item labeled-content" data-content-labels="advanced">
<h2 class="accordion-header" id="h_01HR5XXRFHY0E1EAC9HQDDH8EM"><button class="accordion-button" data-bs-target="#intro_internal_note" data-bs-toggle="collapse" type="button">Provide internal guidance to agents</button></h2>
<div class="accordion-collapse collapse" id="intro_internal_note"><div class="accordion-body">
<p>You can create a trigger that automatically adds an internal note to a submitted ticket that meets certain conditions. For example, you could configure a trigger to look for tickets with a negative sentiment and add an internal note that gives the agent information about handling or escalating delicate customer service situations.</p>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_gsg_internal_note_action.png" width="600"></p>
<p><strong>Benefits</strong></p>
<ul><li data-list-item-id="e3cb37c759e813d95187cf229d3fdfad3">
<strong>Provide agents with helpful process reminders or other information</strong>, speeding up agent onboarding and supporting ongoing training.</li></ul>
<p><strong>Prerequisites</strong></p>
<ul><li data-list-item-id="ee8ee1d131c7c48372c5bcb8ef4626272">You must be using <a href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank" rel="noopener noreferrer">intelligent triage</a>.</li></ul>
<p><strong>Show me how</strong></p>
<ul><li data-list-item-id="e83d321c0085169fad5b6880be13ed324"><a href="https://support.zendesk.com/hc/en-us/articles/6191477770906#topic_kvx_rwg_xyb" target="_blank" rel="noopener noreferrer">Adding an internal note to a ticket using a trigger</a></li></ul>
</div></div>
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