| Announced on | Rollout starts | Rollout ends |
| April 23, 2024 | April 29, 2024 | June 29, 2024 |
We’re excited to announce an early access program (EAP) for a new AI feature called suggested replies.
This announcement contains the following topics:
What’s changing?
We’re rolling out an EAP for the suggested replies feature, which uses generative AI to suggest a first response for agents in tickets based on existing macros and help center articles. Using AI-generated suggestions to respond to tickets helps agents save time and increase productivity.
The suggested replies feature scans the comments in a ticket or messaging conversation and compares them against your existing macros and help center articles. Macros are evaluated first, followed by help center articles.
If a high-confidence match is identified, a suggested reply is populated in the composer. This happens only for the first agent reply. Suggested replies based on macros match the exact content from your account, while suggested replies based on help center articles are AI-generated. The agent can then review the suggestion and perform one of the following actions:
- Accept and send the reply as is
- Modify and send the reply
- Reject the reply and send their own
You must have the Agent Workspace to use suggested replies. Suggested replies currently work only for asynchronous channels, such as email, and the only supported language is English. For more information, see Using AI to generate a first reply in a ticket (EAP).
Why is Zendesk making this change?
Agents spend countless hours in their day doing redundant work. With suggested replies, we aim to use AI to reduce the redundancy by providing agents AI assistance and, in turn, improving agent productivity.
What do I need to do?
If you’re using the Agent Workspace, you can sign up for the EAP here. When the EAP ends, this feature will be part of the Advanced AI add-on.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.