| Add-on | Copilot |
Auto assist, which is part of agent copilot, is an AI-powered assistant that helps you solve tickets faster. Using a large language model (LLM), auto assist understands the contents of submitted tickets and makes suggestions on how to solve them.
When you’re working on tickets in the Agent Workspace, suggestions made by auto assist appear in the place where the composer would otherwise exist. These suggestions can be replies that you can send to the customer, or other actions that auto assist can execute for you. However, you’re always in control—you must always accept a suggestion before a response is sent or an action is taken.
With auto assist, you spend less time on repetitive tickets, solve tickets in a more consistent way, and ultimately close more tickets.
This article contains the following topics:
Related articles:
Reviewing an auto assist suggestion
You must always review and approve the replies or actions suggested by auto assist. Any replies suggested by auto assist that you approve and send are sent under your name. Similarly, any actions suggested by auto assist that you review and approve are performed under your name in the Events view.
In the case of a suggested reply, you can edit the wording before sending it. Suggested actions can be removed, or you can take over the ticket to perform a different one.
To review an auto assist suggestion
- In the Agent Workspace, open a ticket.
- In the ticket, review the suggestion in the Auto assist panel.Tip: Hover your mouse over the info icon (
) to see why auto assist generated the
suggestion. - If the suggestion is what you want to send, click Approve.
The message will be sent under your name, and any actions taken will
be performed under your name in the Events view.
- If the suggestion needs to be edited, click Edit, update the
reply as needed, click Save, and then click Approve.
Or, click Cancel edit to return to the unedited
suggestion.
Actions cannot be edited. If you don’t want to perform a suggested action, click the X on the action to remove it. Or, take over from auto assist instead.
- If you want to revert to the original suggestion, click Reset.
- If the suggestion is what you want to send, click Approve.
The message will be sent under your name, and any actions taken will
be performed under your name in the Events view.
Auto assist provides a new suggestion after every customer response.
Taking over from auto assist suggestions
If you don’t want to receive help from auto assist on a ticket, you can take over and interact with the ticket as you normally would.
To take over from auto assist suggestions
- In Agent Workspace, open a ticket.
- In the Auto assist panel, click the auto assist icon (
) to toggle auto assist suggestions off. -
Compose messages in the Agent
Workspace as normal.
If you want to return to the auto assist suggestions, click the auto assist icon (
) again.
5 comments
Gabriela Grahn
we are using copilot, is there a way of turning of it adding its own ending? We have out own signature with everything that we want included, but co-pilot adds its own Kind regards. Which results in a double kind regards for the reciving customers. Can this be disabled in any way?
5
Tatiana Christensen
Hi Gabriela, as workaround, our own signature is added by instructing the copilot to replace “Your name” with a dynamic content signature. Instruction:
<"[Your name]" after "Best regards," at the end of the reply should be replaced with {{dc.copilot_procedure_signature}}.>
0
Judy Correia
How does this differ from Suggested first reply - https://support.zendesk.com/hc/en-us/articles/7041677653914-Using-AI-to-generate-a-first-reply-in-a-ticket ?
0
Bruno Gabriel
Erin O'Callaghan In the future, auto assist will be able to get data from API to complete actions? Like, if the client requests a document, he can call an endpoint with the URL of the file.
0
Max
Hi there,
So we have copilot activated.
>Auto-assist is generating an answer in the language of the requester (or detecting language of the request).
>Our issue is that my Agent speaks only english, he receives a ticket in greek, Copilot generates an answer in Greek.
>Is there a way to get a translation for my agent ? Because he can't edit/approve the greek answer if he doesn't understand it…
Thank you for your input on that specific use case
0