If you have purchased the Copilot add-on, Zendesk includes an Overview: Copilot 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: Copilot page
You must be an admin to access the Overview: Copilot page.
To open the Overview: Copilot page
-
In Admin Center, click
AI in the sidebar, then select Overview > Overview: Copilot.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
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.
-
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.
Viewing and managing recommendations (Beta)
As you start using AI, this section provides a list of AI-powered recommendations to automate tasks so you can get the most value from AI features. These recommendations provide guidance on how you can improve your ticket workflows by creating or updating triggers. Recommendations are also provided for setting up autoreplies. Your recommendations are updated weekly.
See Reviewing and implementing AI recommendations to automate tasks (Beta).
Recommendations can include the following types of information to improve your metrics for ticket first reply times and resolution times. For more information, see About Zendesk Copilot.
- Routing improvements to make sure your tickets get to the right group at the right time.
- Updates to the ticket type to automatically categorize your ticket.
- Suggestions for automatic responses to reduce manual or repetitive work.
- Prioritize potential scam issues.