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Add-on Copilot
Location: Admin Center > AI > Admin copilot > Overview

If you have purchased the Copilot add-on, Zendesk includes an Overview page in Admin Center. This page provides a centralized hub to manage all Copilot features, monitor performance, and uncover opportunities to optimize workflows.

Zendesk recommends viewing this page frequently as you start to use AI to make sure your configuration is fully implemented and working as effectively as possible.

This article includes these sections:

  • Opening the Overview page
  • Setting up the basics
  • Viewing feature status
  • Viewing AI impact for the last 30 days

Opening the Overview page

You must be an admin to access the Overview page.

To open the Overview page

  • In Admin Center, click AI in the sidebar, then select Admin copilot > Overview.

    The Overview page opens. This page includes separate sections to help you set up and optimize AI features in your account.

Setting up the basics

The Basics section provides links to setup instructions for AI Copilot features. Refer to these instructions to help you get started:
  • Introduction to AI features
  • Setting up intelligent triage intents
  • Adding entities
  • Setting up auto-assist

Viewing feature status

Use the Feature status section to monitor which AI Copilot features are turned on in your account. It helps you to track which features you still need to activate.

To activate a feature

  • Click a feature in the list to open the settings page in Admin Center that includes the feature.

    A help panel will show contextual instructions on how to set up the feature.

Viewing AI impact for the last 30 days

The Metrics section shows the key metrics for Copilot features over the last month. These metrics help you measure the feature usage and the effectiveness of AI-assisted tickets. Metrics are updated weekly.

Activity includes:

  • Agents using agent copilot: The number of agents using agent copilot features, including:
    • Summaries generated
    • Messages expanded
    • Make friendly
    • Make formal
    • Similar tickets
    • Merging suggestions
    • Auto-assist
    • Suggested first replies
    • Suggested macros
    • Quick answers from the knowledge base.

    See Analyzing your Copilot activity.

  • Tickets with agent copilot: The number of tickets using agent copilot features, including:
    • Summaries generated
    • Messages expanded
    • Make friendly
    • Make formal
    • Similar tickets
    • Merging suggestions
    • Auto-assist
    • Suggested first replies
    • Suggested macros
    • Quick answers from the knowledge base.

    See About agent copilot.

  • Tickets automated with intelligent triage: The number of tickets with a trigger or automation based on intent, sentiment, or language. See About intelligent triage.
  • Tickets with auto assist: The number of tickets where an auto-assist suggestion was accepted or edited. See Using auto assist to help agents solve tickets.
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