Summary: ◀▼
You receive weekly AI-powered insights highlighting key performance trends and risks in your support account. Personalized recommendations help automate tasks, clean up unused rules, improve workflows, and enhance routing and security. You can review data behind suggestions, implement changes, or dismiss recommendations with feedback. This helps maintain account health, optimize support processes, and reduce manual effort while tailoring AI to your needs.
Zendesk Copilot proactively monitors your account to identify performance trends and suggest optimizations. By combining weekly insights that highlight shifts in metrics like resolution times and reopen rates with personalized recommendations, you can quickly resolve inefficiencies.
These tools provide actionable guidance to automate manual tasks, clean up unused business rules, and refine your auto assist and omnichannel routing configurations. Together, they allow you to maintain a healthy support environment and improve workflows with minimal manual effort.
This article includes these sections:
- Understanding weekly account insights
- Understanding Copilot recommendations
- Reviewing and implementing recommendations
- Managing your recommendations list
Related articles:
Understanding weekly account insights
Copilot provides proactive insights on a weekly basis to identify key trends and potential risks within your Zendesk account. This feature monitors critical performance data over a seven-day period, highlighting significant changes such as increases in ticket resolution times, fluctuations in the median number of reopens, or shifts in ticket reply volume.
To help you prioritize, insights are tailored based on the data detected:
- Metric stability: Highlights areas where your performance is steady or improving, such as consistent resolution times.
- Performance shifts: Highlights areas where there has been a significant change in activity, such as an increase in ticket volume or first reply times.
You can access your latest insights from Admin Center Home.
Additionally, the interface allows you to provide feedback on these insights to help refine future accuracy and relevance. By surfacing this data automatically, the tool helps you address account health issues before they escalate.
Responding to account insights
Each insight provides a specific way to explore the data. The options you see depend on the type of insight and whether you've signed up for the admin copilot EAP:
- View dashboards and trends: For many insights, you can click View dashboard to open a report in Zendesk analytics or View latest trends to see how your data compares to previous weeks.
-
Investigate with conversational assistance (EAP): When an insight identifies a
shift that requires further investigation, you can use AI-powered quick prompts to dig
deeper. If you've signed up for the admin copilot EAP, click a quick prompt such as
How to improve it or Check the reasons to open conversational
assistance. This allows you to perform a root-cause analysis and receive guided
instructions on how to address the shift.
See Signing up for the admin copilot EAP to access conversational assistance.
Understanding Copilot recommendations
Copilot recommendations proactively identify opportunities to automate repetitive tasks, improve ticketing workflows, clean up unused business rules, and tailor Zendesk AI to your needs.
Your recommendations are updated weekly on the Recommendations page in Admin Center, in Admin Center Home, and contextually on relevant Admin Center pages.
- Task automation: Suggestions for creating or updating triggers and autoreplies based on intelligent triage classifications such as intent, sentiment, language, and detected entities. Intelligent triage must be turned on and configured in your account to see these recommendations.
- Workflow management: Suggestions to review and deactivate unused or redundant triggers, automations, and macros. These recommendations help you manage your business rules and macros that build up over time.
- Auto assist configuration: Guidance for improving your auto assist setup, including recommendations for reviewing procedures with a high takeover rate. For example, say you have a procedure where agents took over in 42% of interactions. Copilot may make a recommendation to review the procedure.
- AI-generated procedures: Alerts when your account has new AI-generated procedure drafts. These help improve auto assist quality and reduce the time you spend writing procedures. Each recommendation may contain up to three AI-generated procedure drafts per brand. Procedure recommendations are based on your top ticket intents or common customer support issues, existing relevant solved tickets, and existing knowledge articles.
- Omnichannel routing: Systemic recommendations for operational settings, such as capacity rules and routing queues, to manage how work is distributed across your team.
- Macro content suggestions: Suggestions for new macros or edits to existing macros based on how your agents actually resolve tickets. Each suggestion links to the related tickets used to generate the recommendation.
- Trust and safety: Recommendations that flag missing security controls in your account, such as turning on two-factor authentication or downgrading inactive agents. Each recommendation is based on your account's current configuration.
Supporting insights and actions
Before implementing a recommendation, you can view the information and data used to generate the suggestion. This helps you decide if the change aligns with your current goals and support strategy.
Supporting insights include:
- Actions: Detailed information on what the recommendation will perform, such as routing a ticket to a specific group, updating ticket priority, or sending an automatic response.
- Benefits: Expected results such as improved resolution times, reduced manual effort, or more standardized agent responses.
- Triage and usage data: Information on how many tickets matched a specific intent or sentiment, and when a business rule or macro was last used in your account.
If you choose not to act on a recommendation, you can provide feedback about why you dismissed it. This helps ensure your future recommendations are more accurate and useful over time. As an admin, you always have full control over what recommendations are implemented in your account; any decisions and actions require your final approval.
Reviewing and implementing recommendations
You can review and implement recommendations from the Recommendations page or contextually on relevant pages in Admin Center. All Copilot customers will be able to see the Recommendations page, but you might not have recommendations if your account doesn't have enough data or you're all caught up.
To review and implement recommendations
- In Admin Center, click
AI in the sidebar, then select Admin copilot > Recommendations. - (Optional) To quickly find a recommendation type, click Filter. From the
Feature menu, select one or more options, then click Apply
filters.
- To learn more and take action, click a recommendation to expand it.
Depending on your ticket data, the options available to you will differ:
Create a recommended trigger or autoreply
Click Review trigger.
The Create ticket trigger page opens with prefilled trigger information.
Review the prefilled information and enter a Trigger name and Trigger category. Click Create trigger.
Review an unused business rule or macro
Click the button to navigate to the relevant page.
Review the unused trigger, automation, or macro and delete it if necessary.
Improve an auto assist procedure
Review an AI-generated procedure draft
Click the name of one of the procedures in the recommendation to open it in Knowledge admin.
Alternatively, click Review procedures to open your list of procedures in Knowledge admin.
You can review and edit the procedure draft and must publish it before it's available to auto assist. See Reviewing and publishing AI-generated procedures for auto assist.
Activate or update Omnichannel routing
Click Review routing settings.
For routing-related recommendations, clicking the action button takes you to a specific setting in the omnichannel routing configuration. Because routing is a connected system, you might need to update additional account configurations to ensure the recommendation works correctly. See Managing your omnichannel routing configuration to learn more.Create or update a macro
Click Review macro.
The recommendation provides links to tickets used to generate the suggestion.
Strengthen account security
Depending on which trust and safety recommendation you clicked, the options available to you will differ.
For example, click Restrict to SSO login to turn off password-based login.
When you're done, return to the recommendation and mark it as done.
Managing your recommendations list
To keep your workspace organized, you can manage active recommendations by marking them as done or dismissing them. You can access your managed recommendations from the archive.
To manage your list of recommendations
- In Admin Center, click
AI in the sidebar, then select Admin copilot > Recommendations.
- To manage recommendations you reviewed, open the Actions menu at the bottom of
the recommendation. Depending on what action you took, you can:
- Select Mark as done if you've implemented the recommendation.
The recommendation is removed from the list.
- Select Dismiss if you didn't take any action on the recommendation.
The recommendation is removed from the list and you can optionally give feedback about why you dismissed it.
It's important to share your feedback to help improve the accuracy and relevance of future recommendations.
- Select Mark as done if you've implemented the recommendation.
- To access recommendations you managed, click View archive.
Your Recommendations archive opens.
- Click an archived recommendation to learn more.