Verified AI summary ◀▼
Explore the benefits of Copilot's AI writing tools, which help enhance ticket comments by expanding, simplifying, or adjusting tone. Each agent gets five uses per month, pooled across your team. Monitor usage in Admin Center and upgrade if needed. Consider a 30-day trial or purchase the full add-on for unlimited access and additional features.
To help you understand the benefits of Copilot and get familiar with how it works, all Zendesk Suite and Support Professional and above plans include limited access to the Copilot generative AI writing tools.
This article describes the plan requirements, your monthly usage allowance, how to monitor your account's usage, and what to do when you reach your usage limit.
This article includes the following sections:
- Understanding the Copilot writing tools
- Understanding monthly Copilot usage limits
- Monitoring your account's Copilot AI usage
- Upgrading to the full Copilot add-on
Understanding the Copilot writing tools
The generative AI writing tools are available within the ticket interface and help agents enhance the content of ticket comments in different ways:
- Expand: Rephrases agent comments, help center content, or macro content with additional language.
- Simplify: Rephrases agent comments, help center content, or macro content to be more concise and focus on the main idea.
- Make more friendly: Changes the tone of an agent comment, selected help center content, or macro content so that it sounds more conversational.
- Make more formal: Changes the tone of an agent comment, selected help center content, or macro content so that it sounds more professional.
- Write a custom prompt: Changes the content of an agent comment based on the custom instructions entered to enhance or adjust text.
By default, writing tools are turned on and all groups have access. See Turning on the enhance writing generative AI feature to learn more and manage access.
Understanding monthly Copilot usage limits
Copilot generative AI writing tools are available in a limited capacity on all Suite and Support Professional plans and above.
Your usage allowance is five writing tool uses per agent, per month:
- Usage is pooled across all agents in your instance, so team members can share the monthly allowance as needed.
- The allowance is calculated as the number of agents multiplied by 5 uses per agent, per month. For example, if you have 10 agents, your team will have 50 uses available each month.
- If you add more agent seats during the month, then your usage limit is instantly updated. For example, if you add 10 additional agents then your account receives 50 more uses.
- When the monthly usage limit is reached, access to the feature is paused until
the next billing cycle. Agents are notified in the ticket interface.
You'll see notifications in Admin Center when you're nearing your monthly allowance and when you've reached it.
To continue using the writing tools after you reach your usage limit, you can upgrade anytime to the full Copilot add-on.
Monitoring your account's Copilot AI usage
You can monitor your Copilot AI usage to determine how close you are to your monthly usage allowance.
-
In Admin Center, click
Account in the sidebar, then select Usage > Summary.
The Copilot Monthly usage box displays the number of writing tool uses in your account this month, and the number remaining.
- To learn more about Copilot features, click Overview.
If you're a billing admin, you can also start a trial or buy the Copilot add-on from this page.
Upgrading to the full Copilot add-on
- Start a 30-day free trial of the Copilot add-on from the Copilot Overview page or Launchpad.
- Purchase the Copilot add-on directly from your account. See Instantly buying the Copilot add-on.