Verified AI summary ◀▼
Manage your auto assist procedures to enhance customer support. View and edit AI-generated or manually created procedures in Knowledge admin. Analyze performance metrics to refine procedures and improve agent interactions. Unpublish procedures to pause their use without deletion, or permanently delete them if no longer needed. Use filters and sorting to find specific procedures easily.
Procedures are the sets of written steps that auto assist should follow when suggesting replies, custom actions, macros, or direct instructions to agents in a ticket.
You can view and manage procedures in Knowledge admin after they're automatically generated by AI as drafts or manually created by you or another admin. Procedures can be edited, unpublished, and deleted, or you can quickly navigate to a specific procedure by sorting and filtering.
For procedures that have been published for at least 30 days, you can see key metrics about how frequently auto assist uses each procedure and how often agents accept or edit auto assist’s suggestions.
This article contains the following topics:
Related articles:
Viewing and finding procedures
From the Procedures page in Knowledge admin, you can view your draft and published procedures for auto assist
-
In Knowledge admin, click Manage articles (
) in the sidebar, then select Procedures.
Your draft and published procedures are displayed in a list.
If a procedure draft was automatically generated by AI, it displays the "AI generated" status.
Your published procedures display the following metrics:- Tickets: Number of times auto assist applied the procedure to tickets in the last 30 days.
- Acceptance rate: How often agents accepted auto assist suggestions from the procedure in the last 30 days.
- Edit rate: How often agents edit auto assist suggestions from the procedure in the last 30 days.
- In the upper-right of the procedures list, click the Show and hide columns icon (
) to choose which columns to display. - Click to select or deselect the columns you want to show or hide from the list.
At the top of a column header, click the sort icon (
) to sort the list. - Click Filters, then select Brands or Status.
You can filter by brand if your account uses multiple brands.
Editing a procedure
You can edit both draft and published procedures, including AI-generated procedure drafts.
When editing a published procedure, you can view its 30-day performance metrics and the specific tickets that were assisted by the procedure. You may want to use this information to identify how the procedure could be improved and optimized.
To edit an existing procedure
- In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.
- Click the name of the procedure you want to update.
If the procedure is an AI-generated draft, you can view the sources that were used to generate it on the right-hand side of the screen.
If the procedure has been published for at least 30 days, the 30-day performance metrics display on the right-hand side of the screen.
From here, you can:- View information about how many tickets were assisted by the procedure, as well as the percentages of auto assist suggestions that were accepted or edited by agents in the last 30 days.
- Click View in Analytics to open the Auto assist tab of the Zendesk Copilot: Agent productivity dashboard. This dashboard allows you to drill deeper on procedure performance metrics.
- View a list of the specific tickets assisted by the procedure. Hover over a ticket to view a summary.
This information can help you pinpoint areas where the procedure could be improved as you edit its content.
- Update the procedure’s name, content, or associated brands as needed.
- Click Publish.
Unpublishing a procedure
Unpublishing a procedure allows you to retain the content (nothing is deleted), but auto assist won’t offer agents suggestions based on that procedure until you publish the procedure again.
To unpublish a procedure
- In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.
- For the procedure you want to unpublish, click the options menu (
) and select Unpublish.
Deleting a procedure
If you no longer need a procedure, you can delete it. As with unpublishing a procedure, deleting a procedure ensures that auto assist will no longer advise agents based on the instructions within the procedure. Deleting a procedure is permanent, and its contents cannot be recovered.
To delete a procedure
- In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.
- For the procedure you want to delete, click the options menu () and select Delete.
- Click Delete procedure in the confirmation dialog.