Admin Copilot is a proactive AI assistant designed to help Zendesk admins streamline operations and optimize their environment. You can save time by using Admin Copilot to spot potential issues before they escalate, assist in the creation of new workflows, and resolve inefficiencies across your setup.

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Summary: ◀▼

Admin Copilot is an AI assistant that helps you manage your Zendesk account by providing weekly insights, top recommendations, and a conversational chat interface. It helps identify trends, optimize workflows, and resolve inefficiencies by suggesting and implementing changes with your approval. Use it to improve performance, configure resources, and troubleshoot issues while testing changes safely in sandbox or production environments.

Admin Copilot is currently in an early access program (EAP). See Signing up for the Admin Copilot EAP for more information.

Admin Copilot is a proactive AI assistant designed to help Zendesk admins streamline operations and optimize their environment. You can save time by using Admin Copilot to spot potential issues before they escalate, assist in the creation of new workflows, and resolve inefficiencies across your setup.

Watch the demo video below to see Admin Copilot in action:

"Admin Copilot demo (2:20)"

This article contains the following topics:

  • Understanding Admin Copilot
  • Signing up for the Admin Copilot EAP
  • Using Admin Copilot
  • Best practices for Admin Copilot

Understanding Admin Copilot

Admin Copilot is a proactive AI assistant that helps you manage your Zendesk account through three core features:

Weekly digest

Admin Copilot provides a proactive weekly digest that identifies key trends and potential risks within your Zendesk account. This feature monitors critical performance data over a seven-day period, highlighting significant changes such as increases in ticket resolution times, fluctuations in the median number of reopens, or shifts in ticket reply volume.

You can click on any specific insight to open it directly in the conversational assistant, where you can ask follow-up questions to investigate the underlying causes.

Additionally, the interface allows you to provide feedback on these insights to help refine future accuracy and relevance. By surfacing this data automatically, the tool helps you address account health issues before they escalate

Top recommendations

Admin Copilot surfaces your top recommendations to help you focus on the most impactful changes first. These personalized, AI-powered suggestions are prioritized based on your account's specific needs, such as improving resolution times by routing tickets to specific groups or performing essential account maintenance like deleting duplicate triggers.

You can click on any recommendation to open it directly within the conversational assistant, where you can review the details and implement the suggested changes with a single click. This allows you to quickly optimize your setup and address your highest-priority issues without leaving the chat interface.

See Understanding Copilot recommendations to learn more.

Conversational assistant

The Admin Copilot conversational assistant provides an interactive chat interface that serves as the central hub for managing your Zendesk operations. You can ask direct questions about your Zendesk configuration, request guided instructions for complex tasks, or investigate the specific data points surfaced in your weekly digest.

When you click a recommendation or insight from the overview page, it opens here, allowing you to ask follow-up questions or approve AI-generated changes. This ensures you remain in full control, as the assistant provides a detailed preview for your review before any updates are applied to your account.

What you can do with the assistant:

  • Manage workflows: Create, update, or delete triggers, automations, SLA policies, and more.
  • Configure resources: Set up or modify user fields, custom objects, custom statuses, and skills.
  • Optimize workspaces: Build or refine views and agent workspaces.
  • Ask questions and troubleshoot: Ask questions about your Zendesk setup, review account configurations, or do root cause analysis on challenges you’re facing in your current workflows.

Some examples of prompts to get you started include:

  • What can I do to improve my Zendesk setup?
  • Review my account configuration
  • Which automations aren't being used?

Signing up for the Admin Copilot EAP

The Admin Copilot EAP is available to all customers with the Copilot add-on. You can join the EAP from the Overview page in Admin Center.
You can share your feedback in the Admin Copilot EAP community.
To join the Admin Copilot EAP
  1. In Admin Center, click AI in the sidebar, then select Admin copilot > Overview.
  2. Scroll down and select Turn on admin copilot (EAP).

  3. Read the EAP agreement, then select I agree, and click Submit to accept the terms.

    You've now joined the Admin Copilot EAP. Make sure to review the Functionality and usage limitations below and check back as we regularly roll out enhancements.

Functionality and usage limitations

Admin Copilot is currently part of an EAP, and not all functionality is available yet. The conversational assistant can't yet access ticket data, reporting, billing information, or help center content. Additionally, the ability to perform bulk updates, upload files through chat, or revert changes is not currently supported. Feedback for specific AI responses is also limited to the insights interface and is not yet available directly in the chat.

The Admin Copilot conversational assistant has the following usage limits:

  • Rate limits: You can send a maximum of 6 messages per admin per minute and 12 messages per minute per account.
  • Actions: The assistant can perform a maximum of 15 administrative actions (such as creating or updating users) per single prompt.

    For example, if you ask the assistant to add 30 users at once, it will add only the first 15 and then ask you to re-prompt to add the remaining users.

Using Admin Copilot

Get started with Admin Copilot from Admin Center home. You can also access the conversational assistant from any page in Admin Center.

To use Admin Copilot
  1. In Admin Center, click Home in the sidebar.

    There are several different ways you can start using Admin Copilot. Choose the option that best suits your needs:

    Get started with quick prompts

    Quick prompts are dynamic suggestions available at the top of your Admin Center Home page that allow you to initiate common tasks or educational queries with a single click.

    Select a suggested prompt from the displayed list.

    You can click the expand icon to see the full list of available suggestions.

    • To learn about specific Zendesk features, click an educational prompt, such as What is intelligent triage?
    • To begin an optimization task, click an action-oriented prompt, such as Help improve most-used triggers.

    A conversation opens in the chat interface.

    View weekly account insights

    Weekly account insights identify high-level trends.

    Scroll to the Latest insights section on the Home page.

    Review the metric cards to identify performance trends from the past week, then click the action button on a card to respond to the insight:
    • To have the conversational assistant provide guidance and potential fixes, click a prompt such as Check the reasons or How to improve it.
    • To see a comparison with previous weeks, click View latest trends.
    • To open a detailed report in Zendesk analytics, click View dashboard.

    A conversation opens in the chat interface.

    Review your top recommendations

    Use top recommendations to address high-impact optimization opportunities and remove inefficiencies from your account setup.

    Scroll to the Top recommendations section on the Home page. Review the list of suggestions, such as Clean up inactive triggers or Update outdated macros, to identify which changes will have the highest impact on your workflows.

    Click a recommendation to view specific details about the identified issue and the proposed solution.

    A preview of the changes opens in the chat interface.

    Open the conversational assistant

    Click the Admin Copilot () icon in the top navigation bar to open the conversational assistant.

    Enter a prompt or click one of the predefined quick prompts in the chat interface.

  2. Depending on which prompt you selected or text you entered in the chat interface, the response you see will differ:
    • If Admin Copilot suggested changes or improvements, then review its suggestion. You can ask for more information or navigate directly to the resource to update it.

    • If you’re creating, updating, or deleting a resource, such as a trigger or user, review the preview. You can click View payload to see additional information.

      Click Approve or enter text in the chat interface to continue prompting.

    Note: When you use the Admin Copilot assistant to update a resource, it’s reflected in the audit log and shows your name as the user who caused the event.

Testing Admin Copilot changes

Admin Copilot always provides a detailed summary of proposed changes and requires your approval before executing them. To ensure your account remains stable, follow one of the testing workflows below based on your plan type.

Testing changes in your sandbox (Enterprise plans only)

You can test changes safely in a sandbox, then deploy or restore as needed.

To test changes in your sandbox
  1. Create a sandbox snapshot to capture your current configuration. This serves as a clean version for comparison and restoration.
  2. Use admin copilot to make changes in your sandbox.

    Review the proposed changes and approve them in your sandbox environment.

  3. Validate how the workflow behaves in real scenarios. Check your routing, ticket forms, SLAs, triggers, or any object you modified. See Inspecting sandbox and production account configurations.
  4. Compare sandbox changes to your snapshot by using the snapshot viewer to understand exactly what changed.
  5. If you're satisfied with the results, deploy the updated configuration to production.

    If you need to undo the changes, restore the sandbox snapshot you created.

Testing changes in production (Professional plans)

For accounts without a sandbox, you can create a production snapshot before making any changes. Use the snapshot as a reference point and fallback version.

To test changes in production
  1. Create a production snapshot before starting any work.
  2. Use admin copilot to make changes in production.

    Apply the changes incrementally by approving changes one by one after reviewing the summary in the chat interface.

  3. Compare your updated production setup with your snapshot to identify exactly what changed.
  4. If needed, manually revert any changes by using the audit log to identify specific updates.

    You can then manually reverse those changes by editing or deleting objects.

Managing Admin Copilot conversations

You can access your account’s past conversations from the Admin Copilot conversational assistant. You can see both your conversations and conversations created by other admins in your organization.

To manage your account’s conversations, you can rename, download, or delete them.

To manage Admin Copilot conversations

  1. In any Admin Center page, click the Admin Copilot () icon in the top navigation bar.
  2. To access past conversations, click the Conversation history () icon.
  3. Click a conversation to open it.

  4. To manage conversations, you can do the following:
    • To rename the conversation, click the drop-down arrow at the top, then click Rename.

      In the Rename conversation dialog window, enter a name then click Save.

    • To download the conversation, click the drop-down arrow at the top, then click Download.

      The conversation downloads in JSON format.

    • To delete the conversation, click the drop-down arrow at the top, then click Delete.

      In the dialog, confirm the deletion by clicking Delete conversation.

Best practices for Admin Copilot

To get the most out of Admin Copilot, use it as a partner to fix, build, and improve your account configuration. While Admin Copilot can perform actions on your behalf, you’ll always be in control. You must preview and confirm any changes before they’re applied.

Keep these best practices in mind when making changes to your account with Admin Copilot:
  • Optimize performance and resolve issues: Use the weekly account digest to identify performance trends and risks. You can then use the conversational assistant to investigate the source of these trends, such as asking why tickets are breaching SLAs this week, to determine the best path forward.
  • Define clear workflow goals and metrics: When building new resources or updating configurations, describe your specific business intent and target metrics in the chat interface. Sharing goals such as reducing resolution times or building SLAs for VIP customers ensures Admin Copilot creates triggers and macros that align with your performance objectives.
  • Act on opportunities for improvement: Make optimization a habit by reviewing your top recommendations for high-impact wins. You can also use contextual recommendations that appear on specific pages, such as triggers or views, to improve your configurations and remove inefficiencies as you work.

  • Test and validate changes safely: Implement updates gradually and, whenever possible, apply changes in a sandbox environment first to ensure new logic does not conflict with existing workflows. See Testing Admin Copilot changes.
  • Observe long-term impact: After Admin Copilot executes an action, use subsequent weekly digests or ask the conversational assistant to monitor how those changes influence your account health over time. This allows you to see whether the updates are successfully moving your performance metrics in the right direction.
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