| Add-on | Copilot |
Writing tools, which are part of agent copilot, can help you improve the content of your ticket comments in different ways:
- Expand: Rephrases the content of your comment with additional language.
- Simplify: Rephrases the content of your comment to be more concise and focus on the main idea.
- Rewrite in your tone: Rephrases the content of your comment based on past interactions between you and an end user in a specific ticket conversation.
- Make more friendly: Changes the tone of your comment so that it sounds more conversational.
- Make more formal: Changes the tone of your comment so that it sounds more professional.
- Write a custom prompt: Changes your comment based on the custom instructions you enter that enhance or adjust the text.
The enhance writing and tone of voice features, which include the writing tools described above, are turned on by default. Unless your admin has made changes, then you’ll have access to these tools in the Agent Workspace.
Enhance writing (0:56)
This article contains the following topics:
- Expanding a comment you're composing
- Simplifying a comment you're composing
- Rewriting a comment you're composing in your tone
- Changing the tone of a comment you're composing
- Writing a custom prompt to adjust your comment
Related articles:
Expanding a comment you're composing
You can use the expand feature in the composer to save time while responding to an end user with a public comment, or to a colleague with an internal note.
For example, say you initially type the following comment:
- "Sorry to hear, products are checked so damage happened in shipping. Replacement model sent urgently with different company. Gift included in package."
The Expand option might change this text to:
- "Hello Customer, I’m sorry to learn about the issue. The products are inspected, so the damage occurred during shipping. A replacement model is being sent out promptly via a different company. A gift will also be included in the package."
To expand a comment
- In the composer, type the main ideas of your reply.
- Select the text you want to expand on. If you don’t select any text, the entire reply is expanded on.
- Click the Enhance writing icon (
) and select Expand.
The system uses AI to generate additional text that fleshes out the reply.
- Read through the expanded text to verify that it says what you want to say.
You can press cmd + z to return to the previous version if needed.
- Click Submit to update the ticket with the expanded reply.
Simplifying a comment you’re composing
You can use the simplify feature in the composer to rewrite your comment in a more concise manner by using fewer words and focusing on the main idea.
- “Thank you for reaching out to our support department regarding your password reset request. First and foremost, let me assure you that your security is our top priority. We truly appreciate your patience and the opportunity to assist you with this matter. I understand how important it is to regain access to your account, and I am here to guide you through the password reset process step by step.”
- “Thanks for contacting support about your password reset. Your security is very important to us. We appreciate your patience and are ready to help. I know how crucial it is to access your account, and I will guide you through the password reset process.”
To simplify a comment
- In the composer, type your reply.
- Select the text you want to simplify. If you don’t select any text, the entire reply is simplified.
- Click the Enhance writing icon () and select Simplify.
The system uses AI to generate more concise text.
Read through the simplified text to verify that it says what you want to say.
You can press cmd + z to return to the previous version if needed.
- Click Submit to update the ticket with the simplified reply.
Rewriting a comment you're composing in your tone
You can rewrite your comment so that it’s consistent with your overall writing style and conversational tone. Your writing style and tone are based on previous messages in your conversation with an end user. Rewriting a comment in your tone helps keep the language in your responses consistent.
For example, say you have the following conversation with an end user:
- [End user] "Hi! I received my order yesterday, but it was missing a few items. Can you help me with this?“
[Your response] "Hello! :) I'm really sorry to hear that some items were missing from your order. I'd love to help you sort this out! Could you please provide me with your order number?"
[End user] "Of course! My order number is #123456.”
[Your response] “I'll check what happened in system and come back”
The Rewrite in your tone option might change the text of your latest response to:
-
“I’ll look into what happened in the system and get back to you! :)”
- In the composer, type your reply.
- Select the text you want to rewrite in your tone. If you don’t select any text, the tone of the entire reply is changed.
- Click the Enhance writing icon () and select Rewrite in your tone.
The system uses AI to rewrite the text based on previous messages in the conversation.
- Read through the rewritten text to verify that it says what you want to say.
You can press cmd + z to return to the previous version if needed.
- Click Submit to update the ticket with the rewritten reply.
Changing the tone of a comment you're composing
You can change the tone of your comment to make it either more conversational or more professional, depending on the tone dictated by your company’s brand.
For example, say you type: “We will do our best to assist you.”
- The Make more friendly option might change this text to: “We're excited to help you out and will do our very best to assist you!”
- The Make more formal option might change this text to: “We shall make every effort to provide you with the assistance you require.”
To change the tone of a comment
- In the composer, type your reply.
- Select the text you want to change the tone for. If you don’t select any text, the tone of the entire reply is changed.
- Click the Enhance writing icon () and select one of the following options:
- Make more friendly: Changes the tone to be more conversational.
-
Make more formal: Changes the tone to be more professional.
The system uses AI to update the text so that the tone is either more conversational or more professional.
- Read through the updated text to verify that it says what you want to say.
You can press cmd + z to return to the previous version if needed.
- Click Submit to update the ticket with the updated reply.
Writing a custom prompt to adjust your comment
You can enter a custom prompt to rewrite or adjust your comment in the composer. For example, you may want to write custom prompts that fix grammar, reformat your text with bullet points, or customize the tone. Your custom prompts can also combine multiple requests, such as reformatting the comment and fixing the grammar.
While the custom prompt option is open ended, it only accepts prompts that are relevant to enhancing the quality of your text. Custom prompts can't help you learn more about the context of a ticket.
For example, say you initially type the following comment:
- “Due to security reasons, your password has been resetted and must to be change before you can able to access your account again, please follow the link we sended to your email for do this.”
-
Due to security reasons, your password has been reset and must be changed before you can access your account again. Please follow the link we sent to your email to do this."
- In the composer, type your reply.
- Select the text you want to adjust. If you don’t select any text, the entire reply may be adjusted.
- Click the Enhance writing icon ().
- In the text box, enter your custom prompt. You can enter a prompt with multiple instructions.
The system uses AI to update the text based on your prompt.
- Read through the updated text to verify that it’s adjusted correctly.
You can press cmd + z to return to the previous version if needed.
- Click Submit to update the ticket with the adjusted reply.
61 comments
Kate Sheridan
Rafael Santos
0
Jakub Konik
Hi all, thank you for the latest feedback.
iViking could you send examples of faulty summary at jkonikzendesk.com
We're aware of the language issue, AI returning agent-reply instead of summary and summary including bot messages, and we are trying to fix this, all though it's not straightforward.
Óskar Ómarsson at this stage we are not planning to add permissions, but they will be added sometime after GA.
Pratik you can sign up via the link at the top of this page.
Jiri Fait we released improvements to how summarize banner works but it seems it did not help all across the board - we'll investigate.
0
Riah Lao
Hi,
If the user redacted some PII, does the call to OpenAI send the redacted or unredacted/original content when the user clicks the Generate summary button?
0
Simon Blouner (midlertidig)
I don't see anyone mentioning side conversations being included in the summary.
We would also very much like to see internal notes being included in the ticket summary.
1
Ibrahim Aqqad
Simon Blouner i 100% agree with you . it would be great if the summary includes the ide conversations and internal notes
0
Lala
Hello. We just started testing, and the enhance and tone change features are nice, but it would be better if it showed a preview of the change before completing changing your original text. There's a chance we may not like the enhancement, but then the text has already been changed. Just some feedback.
1
Mike
Can the summary be used in a trigger and used as a placeholder in a message?
1
Reshma Patel
Agree with the comments above in that having the option to enable this on all ticket comments would be extremely valuable. We would want our tier 2 reps to be able to get a quick summary of our agents internal notes as opposed to reading every internal note in additional to the public comments summary.
0
Shawna James
0
Stephen Senez
It would be nice to be able to change the language the expand function uses. It defaults to US English so my agents need to adjust to UK
2
Sean Morrissey
I would like to see enhance writing feature added to side converaations
0
Morgan
It would be nice to have the ability to track how often our agents are using the summarize feature. There doesn't seem to be any action that is noted in the ticket history or a tag that is applied to the ticket when the summarize feature is used. Is that something that could be made available in future?
2
Jérôme
Feedback:
Why when using the Enhance writing feature there is no option proposed to simply "Improve writing"? (Not make it longer (expend), more formal or friendly - just improve.)
We have this feature in Notion and we use it everyday. Currently we are sometimes still copy/pasting our replies in Notion and obtain very good results. This feature is really missing in your implementation. To me it doesn't make sense to not propose this option, which in my opinion the most common usage with generative LLM AIs.
0
Reshma Patel
For anyone else interested in getting a full ticket summary on all notes not just public comments - you can upvote here - AI - Ticket Summarization should also Summarize Internal Notes – Zendesk help
0
Michael Yuen
When the "enhance writing" option is used, is that logged anywhere? Where in the ticket (if anywhere) can we see that the agent used "enhance writing", even if we can't see the actual changes that were made?
0
Abby Armada
Hi Jakub Konik - is it possible to see what tickets have used AI? We've opened up the pilot on our Zendesk instance, but it would be great to see what tickets have used the Tone change, etc, to correlate with any change in CSAT. Thanks!
0
Exposure Events
This really needs to be in Zendesk chat on the app and web, that would be a game changer for Zendesk.
0
Exposure Events
We need this in chat ASAP. To make responses more friendly should be easy to do.
0
Carlota Bergillos
Hello.
The banner is not appearing in our account.
It would be helpful to have it because it is way more visible and accessible from the main page, saving some clicks and remembering the agent about that option.
We are facing some backlog right now and decided to turn on summarization in case it can help, but if it's adding extra steps it might have a negative impact in productivity.
Thank you!
0
Carlota Bergillos
Hello,
When the ticket cannot be summarized because it exceeds the 12k words, it would be more clear if it was specified with a message like: this ticket exceeds the 12k words and summarization is not supported.
Otherwise the agents will report issues with the summarization tool when it's not a bug but expected behavior.
Thank you!
0
Kris
My team has been using these new tools for the last week. We really want to see an option to revert back to our original message when using enhance to expand or shift tone. Some of the changes are too far off from our personal voice that it would be easier to go back to the original.
1
Sean Morrissey
Kris ctrl-z works like a champ. Easiest way to revert to your original message.
0
Danielle
Ctrl-Z does work, but it seems you have to use it a few times to revert back to the original message if you've expanded and enhanced the reply more than once, no? In that case, I would like to +1 the desire to have a button to revert back to original message button.
0
Hege Solheim
When can we expect further language support for Comment Enhancement? As mentioned earlier in the thread (https://support.zendesk.com/hc/en-us/articles/5608712782362/comments/6206094391066) it defaults to US English, while we would like the option to have the Enhancement rendered in UK English.
0
Tomas Iñiguez
Hi,
When we change the tone to Make more formal: the feature is switching the text to English sometimes while the tickets and the original written texts are in Spanish.
0
Chris Schwartz
Is this not universally available yet? I have Generative AI turned on, have an enterprise account, but we cannot access any of the AI features. I signed up for the EAP last year as well. Just hoping to jump on a call to see how our team can start taking advantage.
0
Destiny
I hope you are having a great day.
We have noticed that you have opened a support ticket with us. We are here to help ensure that all necessary features are activated and confirmed. We will be in touch there. Cheers!
0
DJ Hartel
Is there any plan to have generative AI work differently depending upon channel? I've noticed that in Live Chat when generative AI adds in the “Dear (replacement variable)” as the first line. That is desirable for email, but other channels it feels clumsy.
0
Christian de Heij
So are the options to use:
Now a paid service? As this was standard included in Zendesk.
1
Matt Lewis
This has been well received but we are unable to report on usage like we are with other Enhanced Writing features. This is key for us understanding the real impact of the feature and its adoption.
0