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Use AI-generated suggested replies to save time and boost productivity by quickly responding to tickets. Suggested replies appear in the Agent Workspace composer, drawing from macros, help center articles, or a large language model. You can send them as is, update them, or reject them to craft your own response. This feature helps streamline your workflow and enhance customer interactions.
The suggested first replies feature uses generative AI to suggest a first ticket response for you. Using AI-generated suggestions to respond to tickets saves you time and helps increase your productivity.
Suggested first replies are populated in the Agent Workspace composer for the first response in each ticket. The content of suggested first replies is based on existing macros and help center articles from your Zendesk account or, sometimes, from content generated by a large language model (LLM).
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Sending a suggested reply as is
If a suggested reply is populated in the composer and is ready to be sent as is, you can send it right away.
To send a suggested reply
- Within a ticket, review the text of the suggested reply in the
composer.
The banner above the composer tells you whether the suggestion is coming from a macro (in which case the suggested text matches the macro exactly) or a help center article (in which case the suggested text has been summarized by AI).
- (Optional) Click the link in the banner to see either:
- The full text of the macro and any additional actions the macro will
perform. This information appears in a new window. From here you can
click Apply Macro to apply it right away, or click Cancel
to return to the composer with the suggested reply.
- The full text of the help center article. This information appears in
the Knowledge section of the context panel.
- The full text of the macro and any additional actions the macro will
perform. This information appears in a new window. From here you can
click Apply Macro to apply it right away, or click Cancel
to return to the composer with the suggested reply.
- Press the Tab key to accept the suggestion.
- Click Submit to submit the suggested reply as a ticket comment.
If the suggested reply came from a macro, any actions associated with the macro are also performed.
Updating and sending a suggested reply
If a suggested reply needs a few tweaks, you can quickly update and send it.
To update and send a suggested reply
- Within a ticket, review the text of the suggested reply in the composer.
- Press the Tab key to accept the suggestion.
- Edit the text of the suggestion as necessary.
Autocomplete suggestions appear as you type. Press the Tab key to accept them, or keep typing.
- Click Submit to submit the updated suggested reply as a ticket
comment.
If the suggested reply came from a macro, any actions associated with the macro are also performed.
Rejecting a suggested reply
If a suggested reply isn’t an appropriate response to a customer’s question, you can reject it and type your own response. Keep in mind that rejecting a suggested reply doesn't retrain agent copilot or cause it to suggest replies less often.
To reject a suggested reply
- Within a ticket, review the text of the suggested reply in the composer.
- Reject the suggested reply by taking either of the following actions:
- Press the Escape key.
- Start typing your own response.
If you later delete your own response from the composer without sending it, the suggested reply appears again for you to accept or reject.