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