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Manage your auto assist procedures to enhance ticket handling. View, edit, unpublish, or delete procedures in Knowledge admin. Use metrics like ticket application, acceptance, and edit rates to refine procedures. Filter by brand or sort columns to find specific procedures. Unpublishing retains content without offering suggestions, while deleting is permanent. Optimize your procedures for better agent support and customer interaction.

Procedures are the instructions that auto assist should follow when suggesting replies or actions to an agent in a ticket.

After creating procedures, you can view and manage your draft and published procedures in Knowledge admin. You can edit, unpublish, and delete them, or 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:

  • Viewing procedures
  • Finding procedures
  • Editing a procedure
  • Unpublishing a procedure
  • Deleting a procedure

Related articles:

  • Turning on and configuring auto assist

Viewing procedures

From the Procedures page in Knowledge admin, you can view your draft and published procedures for auto assist

To view your procedures
  • In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.

    Your draft and published procedures are displayed in a list.

    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.

Finding procedures

To quickly find a procedure, you can sort the columns in the list of procedures and choose which columns to show.

You can also filter your procedures by brand if your account uses multiple brands and your procedures are associated with specific brands.

To show and sort columns in the procedures list
  1. In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.

  2. In the upper-right of the procedures list, click the Show and hide columns icon ().
  3. Click to select or deselect the columns you want to show or hide from the list.

  4. At the top of a column header, click the sort icon () to sort the list.

To filter procedures by brand

  1. In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.
  2. Click Filters, then select the brand(s) you want to filter by.

Editing a procedure

If you need to update the instructions that auto assist should follow, you can edit any of the procedures you created for it.

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

  1. In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.
  2. Click the name of the procedure you want to update.

    To navigate to a specific procedure, see Finding procedures.

    The 30-day performance metrics display on the right-hand side of the screen if the procedure has been published for at least 30 days.

    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.

  3. Update the procedure’s name, content, or associated brands as needed.
  4. 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

  1. In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.
  2. 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

  1. In Knowledge admin, click Manage articles () in the sidebar, then select Procedures.
  2. For the procedure you want to delete, click the options menu () and select Delete.
  3. Click Delete procedure in the confirmation dialog.
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