Admin copilot
AI assistant for Zendesk admins that answers questions about the setup and creates, changes and deletes configurations
An AI assistant for Zendesk admins: it spots potential issues, gives insights and recommendations, and in conversation answers questions about the Zendesk setup and creates, updates and deletes configurations. Conversational assistance is on by default for admins. Zendesk: “Admin copilot is a proactive AI assistant designed to help Zendesk admins streamline operations and optimize their environment.” Zendesk: “Conversational assistance is turned on by default.”
Enhance writing
generative AI that rewrites agents’ ticket replies and macros (expand, simplify, change tone, custom prompt)
Generative AI writing tools in the ticket composer and the macro editor that expand, simplify or change the tone of what an agent writes, or rewrite it to a custom prompt. On by default for all groups. Zendesk: “By default, this feature is turned on and works on any channel within the Agent Workspace.”
Generative AI writing tools for Knowledge
generative AI that rewrites help center articles (expand, simplify, change tone)
The same generative AI writing tools in the help center article editor, to expand, simplify or change the tone of articles and content blocks. On by default. Zendesk: “By default, this feature is turned on.”
AI-generated ticket summaries
generative AI summaries of a ticket’s conversation for agents
Recaps a ticket’s public comments, and optionally its internal notes, in a summary of up to 100 words for agents, including any conversation the customer had with an AI agent first. On by default for all groups. Zendesk: “AI-generated 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.” Zendesk: “The ticket summarization feature is turned on by default.”
Suggested macros
AI suggestions of which macro an agent should apply to a ticket
Suggests to agents which macros to apply to the ticket they are working on, based on the macros applied to similar tickets in the past. Off by default; it can be turned on only once the account has enough past macro use. Zendesk: “Suggested macros are AI-powered suggestions that help agents find the right macros to apply to the tickets they’re currently working on.” Zendesk: “Suggested macros are off by default.”
Quick answers for Agent Workspace
AI-generated answers to agents’ knowledge searches inside a ticket
Shows agents an AI-generated answer before the search results when they search the knowledge section of the ticket’s context panel. On by default. Zendesk: “Quick answers for Agent Workspace provides AI-generated answers to the searches that agents perform within the knowledge section of the context panel.” Zendesk: “By default, this feature is turned on.”
AI translations for articles
AI translation of help center articles into other languages
Lets agents fill a help center article in another language with an AI-generated translation, from the article editor; terms can be excluded from translation. On by default. Zendesk: “Translate knowledge base articles is turned on by default.”
AI translation for ticket conversations
AI translation of messages between agents and customers in tickets
Lets agents translate ticket conversations with AI: inbound and outbound messages on live chat and messaging, and outbound email, web form and API messages; an optional disclosure tells customers a message was AI-translated. An admin turns it on. Zendesk: “Account admins can give agents the ability to use AI to automatically translate ticket conversations, if they choose, by activating the feature in Admin Center.”
AI-generated article summaries
AI summary box at the top of help center articles
Lets article authors insert an AI-generated summary into a help center article; when the article is published, the summary appears in a shaded box at the top. On by default. Zendesk: “When you publish the article, a shaded box appears at the top of your article that contains a concise description of the article content.” Zendesk: “This feature is on by default.”
Intelligent triage
AI classification of every new ticket by topic, sentiment, language and named entities
A machine learning model that classifies new tickets by topic, the customer’s sentiment, language and entities such as product names, and writes the results into standard ticket fields for use in workflows. Zendesk: “By incorporating these AI classifications into your workflows, you can automate repeatable requests, eliminate manual triage, guide agents in real time, and act quickly on high-risk tickets.” Zendesk: “If you have the Copilot add-on, all classification types are turned on by default.”
Merging suggestions
AI suggestions of other tickets to merge with the one an agent has open
Finds tickets that could be merged with the ticket an agent is working on and shows them in the ticket’s context panel. On by default for all groups. Zendesk: “The merging suggestions feature identifies tickets that could be merged with the ticket the agent is currently working on.” Zendesk: “By default, this feature is turned on.”
Generative search
AI-generated answers at the top of help center search results
Gives help center users an AI-generated answer to their search, drawn from the help center’s own content and posted above the search results; with the Web Widget they can ask follow-up questions. On by default. Zendesk: “Generative search provides AI-generated answers to users’ search queries in your help center based on your content.” Zendesk: “Generative search is turned on by default.”
Semantic search
AI search that ranks help center results by the meaning of the question
Help center search that uses machine learning and natural language processing to understand the meaning of a search and rank the most relevant results, for end users and agents. Zendesk: “Semantic search uses artificial intelligence (AI) to process and understand the full meaning and intent of language used in search queries, similar to the way a human would.”
- Where to check the switch
- No switch found — look in your Zendesk settings or ask your administrator
Generate a new help center
generative AI that writes a new help center of up to 40 articles from ticket data
Uses an account’s ticket data and generative AI to create a new help center with up to 40 articles, for accounts with no help center or an incomplete one. Zendesk: “However, if you don’t yet have a help center, or if your help center is incomplete or out of date, you can use your ticket data and generative AI to quickly create a new help center with up to 40 articles.”
- Where to check the switch
- No switch found — look in your Zendesk settings or ask your administrator
AI-powered quick reports
reports built by AI from a question typed in plain language
Lets teams type a question in natural language and get a report built for them in Zendesk Analytics, without choosing metrics and attributes. Zendesk: “AI-powered quick reports empower teams to ask questions in natural language to create reports in seconds, simplifying data analysis and driving faster decision-making.”
Auto assist
AI assistant that suggests to agents how to solve each ticket and can take actions they approve
An AI assistant for agents that reads each submitted ticket and suggests how to solve it, following the procedures and actions admins set up. Part of the Copilot add-on; admins turn it on and choose which agents and channels use it. Zendesk: “Using large language model (LLM) technology, auto assist understands the contents of submitted tickets and makes suggestions to your agents on how to solve them.”
AI-generated procedures
AI that drafts the procedures auto assist follows, from ticket data
Each week AI analyses ticket and account data and may draft up to three new procedures per brand for auto assist to follow. On by default for Copilot customers using auto assist. Zendesk: “Each week, AI analyzes your ticket and account data and may automatically generate up to three procedure drafts per brand.” Zendesk: “If you already have the Copilot add-on, then procedure drafts are automatically generated by default if you’re using auto assist.”
Suggested first replies
generative AI that drafts an agent’s first reply from macros and help center articles
Suggests a first reply to agents in a ticket, generated from existing macros and help center articles. Part of the Copilot add-on; admins turn it on. Zendesk: “The suggested first replies feature uses generative AI to suggest a first response for agents in tickets based on existing macros and help center articles.”
Similar tickets
AI list of past tickets like the one an agent has open
Shows agents a list of tickets similar to the one they are working on, so they can see how similar issues were handled. On by default for all groups. Zendesk: “The similar tickets feature lets agents see a list of similar tickets to the ticket they’re currently working on.” Zendesk: “By default, this feature is turned on.”
Communication guidelines
AI that rewrites agents’ replies and auto assist suggestions to match the conversation’s tone and your guidelines
Adapts auto assist suggestions and agents’ public replies to the tone, topic, urgency, language and style of the conversation and to guidelines admins write, and adds a “Rewrite in your tone” option to the writing tools. On by default. Zendesk: “When the communication guidelines feature is turned on, it rephrases the content of agents’ public comments or auto assist suggestions so that responses are adapted to the overall writing style and tone of a conversation.” Zendesk: “Communication guidelines are turned on by default.”
Call summaries and transcripts
generative AI transcripts and summaries of recorded phone calls, added to tickets
Transcribes and summarises recorded calls on the phone lines an admin selects, and adds them to the ticket shortly after the call ends. Zendesk: “After a call ends and the recording is available, generative AI transcribes and summarizes the call.” Zendesk: “Important: If these settings are turned on, PII and PCI data isn’t redacted from call recording audio files.”
Real-time AI suggestions for voice calls
live call transcripts and AI suggestions to agents during phone calls
Transcribes calls in real time and gives agents suggestions during the call, drawn from the help center’s articles, policies and guides. When it is on for an agent group, every call to that group is transcribed in real time. Zendesk: “Real-time AI suggestions for voice calls give your agents immediate, context-aware suggestions about how to assist the customer they’re talking to.” Zendesk: “When you turn on this feature for a group of agents, calls to the agent group will be transcribed in real-time, even if agents in the assigned groups do not request AI suggestions.”
Suggested assignees (EAP)
AI ranking of which agents are best placed to take a ticket
Analyses historical ticket data to rank which agents are best equipped to handle a ticket, by confidence level and with examples of similar tickets they resolved, so an agent can reassign the ticket in one click. In an early access programme for Copilot. Zendesk: “The suggested assignees feature analyzes historical ticket data to identify which agents are best equipped to handle specific types of issues.” Zendesk: “Suggested assignee is currently in an early access program (EAP).”
Knowledge copilot (EAP)
AI assistant that finds gaps in the help center and drafts articles from tickets
An AI assistant for Knowledge admins that keeps help center content up to date, spots gaps, drafts articles from ticket insights and shows how readable the content is for AI. In an early access programme. Zendesk: “Knowledge copilot is a proactive AI assistant designed to help Knowledge admins keep content fresh, spot gaps, and turn ticket insights into draft articles faster.”
AI-powered insights (EAP)
AI insights such as anomalies and trending topics on the live operations dashboard
Adds AI-powered insights about the account to the real-time monitoring home page in Analytics, including anomaly detection and trending topics (trending topics need Copilot and intelligent triage). In an early access programme. Zendesk: “AI-powered insights can help you stay on top of managing your support operations.”
Agentic analytics (EAP)
also called analyst copilot; AI that answers analytics questions asked in plain language and builds reports
An analytics experience in which an AI, analyst copilot, answers questions asked in plain language with cited answers and builds reports and dashboards. In an early access programme. Zendesk: “Agentic analytics is a complete service analytics experience that replaces manual reporting with autonomous, AI-driven analysis.”
AutoQA
AI that automatically scores support agents’ conversations
Automatically evaluates and scores support agents’ interactions — all of them — on categories such as greeting, empathy, spelling and grammar, solution offered and tone, once a ticket is solved or closed. Part of the Zendesk QA add-on. Zendesk: “Autoscoring supports your manual review efforts by automatically evaluating and scoring customer interactions for 100% of your ticket volume based on predefined categories.” Zendesk: “Each agent and bot is evaluated independently.”
AI insights in Zendesk QA
AI prompts that grade agents and flag conversations against criteria you write
Lets QA teams write natural-language AI prompts, or use templates, that automatically grade agents (rating categories) or flag conversations (spotlights) against their own criteria; PII and payment card data are redacted first. Part of the Zendesk QA add-on. Zendesk: “Rating categories grade agents, while spotlight insights flag tickets.”
Voice QA
AI call summaries and transcripts that pick out calls for quality review
Uses AI to transcribe and summarise recorded calls and pick out the important ones for manual quality review, so reviewers need not listen to whole recordings. Part of the Zendesk QA add-on. Zendesk: “Voice QA in Zendesk QA leverages AI to pinpoint critical voice interactions and automatically assign them for manual QA, improving and accelerating your call QA process.”
AI agents
AI chatbots and voice agents that talk to customers and take actions on their own
AI-powered chatbots that talk with customers on messaging, email (including API and web form) and voice channels, answer from the account’s knowledge sources, and carry out actions in connected systems on their own, handing over to a human agent when needed. Zendesk: “They can have conversations with customers and perform actions in authorized systems autonomously, automating and resolving issues so that your human agents can focus on more complex work.” Zendesk: “AI agents use agentic AI to solve complex user requests with limited direct human supervision.”
Employee service AI agents (EAP)
AI agents that answer employees’ questions in the help center, Slack and Microsoft Teams
AI agents on Employee Service Suite plans that answer employees’ questions from connected knowledge sources, in the help center, Slack channels and Microsoft Teams channels; a default one is created when a help center is activated for a brand. In an early access programme. Zendesk: “A default ES AI agent is created when a help center is activated for a brand.”
- Where to check the switch
- No switch found — look in your Zendesk settings or ask your administrator
