Using AI to generate a first reply in a ticket

You must have the Advanced AI add-on to use this feature.

The suggested first replies feature, which is part of agent copilot, 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).

This article contains the following topics:

• Sending a suggested reply as is
• Updating and sending a suggested reply
• Rejecting a suggested reply

Related articles:

• Turning on suggested first replies
• Explore recipe: Reporting on suggested first replies

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

1. 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).

2. (Optional) Click the link in the banner to see either:
   1. 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.

      

   2. The full text of the help center article. This information appears in the Knowledge section of the context panel.

      

3. Press the Tab key to accept the suggestion.
4. Click Submit to submit the suggested reply as a ticket comment.

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

1. Within a ticket, review the text of the suggested reply in the composer.
2. Press the Tab key to accept the suggestion.
3. Edit the text of the suggestion as necessary.

   Autocomplete suggestions appear as you type. Press the Tab key to accept them, or keep typing.

   

4. Click Submit to submit the updated suggested reply as a ticket comment.

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.

To reject a suggested reply

1. Within a ticket, review the text of the suggested reply in the composer.
2. 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.