Analyst copilot is an AI analytics assistant for customer and employee service that uncovers trends, diagnoses root causes, and recommends next steps to measurably improve resolution outcomes, including efficiency and quality.
With Analyst copilot anyone can perform complex, multi-stage data analytics simply by asking questions about their data and letting Analyst copilot do the work. Advantages of Analyst copilot include:
- Analyst copilot integrates closely with your Zendesk products
- Natural language prompting allows for conversational analysis
- Actions are suggested to prevent analysis dead-ends
- Findings can easily be shared along with the recommended actions
- Memories allow for ongoing, familiar analysis
In the following topics, you'll learn the basics about Analyst copilot and what you can do with it.
Understanding Analyst copilot concepts
Before you start, review the following terms which will help you understand the building blocks of Analyst copilot. Understanding these key concepts will help you effectively utilize Analyst copilot's features and maximize its potential in your analytics tasks.
- Project: A folder-like container for everything you create (datasets, reports, dashboards, memories) with project‑based sharing and permissions. Projects can be private or you can share them within your organization. All Analyst copilot assets live in a project.
- Dataset: The data you analyze. In this EAP, Analyst copilot features three ready-to-use prebuilt datasets, Tickets, Agents, and IT assets. You can also create your own custom datasets using the dataset builder.
- Prebuilt analytical apps: for Zendesk Support, Copilot, and IT asset management (ITAM) give teams a unified view of customer and employee service. Each app bundles the datasets, dashboards, and reports needed for common use cases, so customers can get to answers faster without starting from scratch.
- Dataset builder: empowers admins to collect data from across Zendesk (standard, custom, and prebuilt objects) into a single, clean dataset without writing any code. Expanded dataset coverage includes custom objects, platform objects (ITAM), custom fields, and intelligent triage datasets for measuring AI adoption and intent-based outcomes. See Working with Analyst copilot datasets.
- Report: An analysis you build (using drag‑and‑drop, expressions, or a natural language prompt) that returns results and a visualization. As you create your report, Analyst copilot creates a context graph containing memories, a record of the steps taken to build it.
- Prompt: A question (in natural language) you ask of your business information. Analytics Copilot creates a report from your prompt.
- Dashboard: A canvas where you compose multiple reports into an interactive “app.”
- Memories: An automatically recorded step in your exploration (what you did and found). Memories capture interactions and insights so they’re searchable and reusable later. Users can leverage memories as they explore their question.
- Context graph: A visual map of your analytical journey. Each node in a context graph is a distinct step (such as a report, metric, or filter) and the links show how those steps relate. This gives you the power to audit and reuse steps, and ask questions grounded in the exact steps that produced your results.
- Narrate: Turn multiple memories into a coherent story. Extract the common thread and generate a narrative across selected analyses.
- Filters and cross-filters: Filters apply across components and facilitate cross‑dataset interactions. Filters help you to refine your report results by configuring exactly what you want to see. Cross-filters (sometimes known as faceting) make visualizations on the same dataset filter one another by default.
- Filter set: A comma-separated list of values that can be used in filters; for example a list of ticket IDs, assignees, or groups.
Opening Analyst copilot
If you’ve signed up for the Analyst copilot EAP, you’ll see a new page in Analytics where you can access it.
To access Analyst copilot
- In Analytics, click the Analyst copilot
icon (
).The Analyst copilot reporting home page opens.
Frequently asked questions
In this section, you'll find some frequently asked questions about Analyst copilot.
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Who can use Analyst copilot?
Access to Analyst copilot projects is defined at the group level. If users have been granted Analytics permissions in Admin Center using a role, these permissions will also apply to Analyst copilot. See Setting up Analyst copilot.
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Can I use my existing Explore dashboards?
You can't import Explore dashboards into Analyst copilot, but Zendesk will be making similar information available in Analyst copilot, taking advantage of its advanced functionality.
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Is my data safe?
Yes. Analyst copilot applies your account’s permissions and roles for all data access, ensuring security and privacy by design.
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Where can I find help?
In-app links and documentation guide you through basic and advanced features. Look for built-in tooltips for quick assistance as you explore each dashboard or feature.
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I need more support. Where can I find it?
If your Zendesk admin can't help, contact Zendesk customer support.