The suggested first replies feature, which is part of agent copilot, 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.
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About suggested first replies
The suggested first replies feature scans the comments in a ticket and compares them against your existing macros, your help center articles, or a large language model (LLM) to generate a suggestion. The channel that the ticket comes through is what determines the context and the sources used to generate the suggested reply.
| Ticket channel | Context used to generate a suggestion | Sources used to generate a suggestion |
| Email and web form | Ticket subject and first comment from the end user |
If a high-confidence match cannot be identified, no suggested reply is populated. |
| Messaging | Messages exchanged between the end user and the bot (also known as the bot conversation history on the ticket before handoff to the agent) |
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If a high-confidence match is identified, a suggested reply is populated in the composer. This happens only for the first agent reply. Suggested first replies based on macros match the exact content from your account, while suggested first replies based on help center articles are generated by AI.
The agent can review a suggested reply and perform one of the following actions:
- Accept and send the reply as is
- Update and send the reply
- Reject the reply and send their own
If an agent accepts a suggested reply, the accepted_suggested_first_reply tag is added to the ticket. You can use this tag in Explore to report on your agents’ use of suggested first replies. See Explore recipe: Reporting on suggested first replies.
For more information on the agent workflow, see Using AI to generate a first reply in a ticket.
Turning suggested first replies on and controlling access
Admins can control whether suggested first replies are turned on and, if so, which groups can access the functionality. Before you turn on suggested first replies, you must meet eligibility requirements for suggested macros.
You can find information about supported languages for suggested first replies in the Zendesk language support article.
To turn suggested first replies on and control access
- In Admin Center, click
AI in the sidebar, then select Agent copilot > Suggestions. - Select Suggest first replies.
- In the Who has access field, search for and select the groups that should be able to use the suggested first replies feature. By default, all groups have access.
- Click Save.