Resources for Zendesk Copilot


We've gathered the most helpful resources to help you quickly get started with Zendesk Copilot and begin seeing value immediately. Join our customers who are saving around 45 seconds per ticket and seeing a 10% increase in agent productivity.


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We've gathered the most helpful resources to help you quickly get started with Zendesk
Copilot and begin seeing value immediately. Join our customers who are saving around 45
seconds per ticket and seeing a 10% increase in agent productivity.

Meet Zendesk Copilot (5:05)
This article contains the following sections:

Preparing to use Copilot
Getting started
Tips for achieving service excellence
Making data-driven decisions
Need more help?



Preparing to use Copilot

Get familiar with Copilot capabilities, what they enable teams to do, and how they
can help you achieve your operational goals.

Getting started with AI features in the
Zendesk Copilot add-on
About Zendesk Copilot
List of generative AI features in
Zendesk
Zendesk AI Data Use Information




Getting started

Turn on Copilot, plug it into your workflows, and enhance your reporting with
meaningful insights to identify areas of opportunity. Educate your teams on how to
leverage these powerful, easy-to-use features for faster, more personalized
service.

About agent copilot
Migrating to the new agent copilot
experience
Using auto assist to help agents solve
tickets
Turning on and configuring auto
assist
Creating and managing procedures for auto
assist
Creating and managing actions for auto
assist
Using AI to generate a first reply in a
ticket
Turning on suggested first
replies
Video: Getting started with intelligent
triage
About intelligent triage
Automatically classifying tickets with
intelligent triage
Choosing a routing method for automatically
triaged tickets
Creating views for automatically triaged
tickets
Enhancing ticket comments using generative
AI
Turning on enhance writing
Summarizing ticket comments using generative
AI
Turning on ticket
summarization
Viewing intelligent triage classifications
in tickets
Creating macros from macro
suggestions
Using quick answers for generative search
in tickets
Finding tickets similar to the current
ticket
Turning on similar tickets
Merging related tickets based on
suggestions
Turning on merging suggestions
Using generative AI to create call
summaries on tickets




Tips for achieving service excellence

Check out these helpful best practices to ensure everyone in your organization is
operating at their highest level.

Video: Achieving service excellence with Advanced
AI
Best practices for boosting agent
productivity with AI features
Best practices for using Zendesk AI in your
industry
Workflow recipe: Canceling and refunding a
Shopify order with auto assist
Intelligent triage use cases and
workflows
Using intelligent triage to identify and
act on ticket escalations
Recipe: Adding comments and notes to
tickets using triggers




Making data-driven decisions

Use analytics to keep improving at every step by pinpointing where to optimize and
inform your operations for best-in-class service.

Explore recipe: Reporting on the auto
assist feature of agent copilot
Explore recipe: Reporting on suggested
first replies
Analyzing intelligent triage
classifications
Analyzing your agents' use of generative
AI
Explore recipe: Intelligent triage
classifications and confidence
Explore recipe: Intelligent triage changes
to topic
Explore recipe: Comparing intelligent
triage topic classifications with a custom About field
Explore recipe: Breakdown of CSAT by
customer sentiment




Need more help?


Contact Customer Support
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