Jakub Konik

We are excited to announce that auto assist, which is part of agent copilot, can now read tags and certain standard and custom ticket fields. Auto assist can also suggest and execute updates of these fields in Zendesk Support.

List of fields auto assist can read and/or update:

• Tags (read and update, but not remove)
• Standard ticket fields (read and update): type, priority
• Custom ticket fields (read): all types except lookup relationship
• Custom ticket fields (update): dropdown, text, checkbox, number, decimal, date, regex

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

Auto assist gains access to more information and actions when supporting agents in solving tickets. If any of the supported fields on a given ticket have a value, then these fields’ names and values will be available in auto assist’s context, and used to generate suggestions of replies and actions.

For example, admins can direct auto assist to read information from these fields to use in suggestion generation, and to suggest updates to these fields. An admin might add the following wording in procedures:

“If a ticket has a "VIP queue" tag, inform the customer that because of their VIP status their case will be handled urgently. Change the ticket priority to "Urgent" and "Casino status" field to "VIP.”

This will result in auto assist checking required information on a ticket and reacting accordingly by suggesting a desired reply and actions for the agent to review and accept.

Why is Zendesk making this change?

We’re making this change so that admins can use auto assist for tickets that need to read and/or update any of these fields for successful ticket resolution. 

What do I need to do?

As an admin, think about how you can leverage these improvements to make your auto assist procedures even more powerful. Incorporate your ideas in your procedures by adding appropriate wording to procedures so that auto assist can suggest more replies and actions to agents. To learn more, see Creating and managing procedures for auto assist.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

We're excited to share a set of agent copilot improvements announced during Relate 2025, Zendesk’s annual flagship conference. This announcement summarizes some of the exciting releases and improvements to Zendesk’s agent copilot, part of the Copilot add-on.

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

Agent copilot improvements include changes to the following features, which are available now or coming soon in the second quarter of 2025:

Auto-assist

• Read and update even more standard and custom ticket fields (rollout on March 20)
  Supported fields:
  • Tags (read and update, but not remove)
  • Standard ticket fields (read and update): ticket type, ticket priority
  • Custom ticket fields (update): dropdown, text, checkbox, number, decimal, date, regex
  • Custom ticket fields (read): all types except lookup relationship
    See Creating and managing procedures for auto assist.
    
    
• Procedure segmentation per brand (rollout starts the week of March 31st)
  When creating or editing procedures, admins will be able to associate a procedure to one or more brands. Procedures associated with a given brand will be used by auto assist only when that brand is set on a ticket.
  
  For example, if a procedure named “Troubleshooting Go-Kart” is associated with the brand “GoKarty”, it will be used only on tickets with that brand. 
  
  
• In-line actions in procedures (rollout starts the week of March 31st)
  When creating or editing procedures, admins will be able to press forward slash (/) to open a list of custom actions available in their account and insert the selected action into a procedure. In-line actions in procedure makes inserting custom actions easier and help admins see at a glance which custom actions are added to a specific procedure.
  
  Initially only custom actions will be available for selection, but default actions (such as updating ticket fields or tags) and Shopify actions will be available soon.
  
  
• Action flows for auto assist (EAP available on April 11th)
  With action flows, admins can create branching flows of internal and external actions that can be invoked in procedures. Auto assist will suggest action flow execution to agents. When the suggestion is accepted by the agent, it's executed in a deterministic way by the action flows engine.
  
  This opens up the possibility for auto assist to suggest and execute flows that contain multiple internal and external actions, including branching logic. It can help agents save even more time when working with auto assist.
  
  
• Using public Guide articles to generate reply suggestions (coming early Q2)
  Customers using Guide as a public help center for their customers will be able to expose their articles to auto assist. Auto assist will use relevant articles to create reply suggestions every time there's no relevant procedure available.
  
  This improvement gives auto assist access to a vast source of knowledge that's used to ground reply suggestions in relevant business context. Connecting your public help center allows auto assist to answer questions covered in these articles with minimal set-up.
  
  
• Instructions for agents (coming Q2)
  Currently auto assist provides two types of suggestions: reply or action suggestions. A new type of suggestion, direct instructions, will directly provide agents with the relevant part of the procedure.
  
  During a certain step in a procedure, if an agent does something specific, then an admin can mention that in a procedure and auto assist will pass these instructions to the agent exactly as they were written by the admin.
  
  
• Auto assist Explore dashboard (coming Q2) 
  Understanding productivity gains achieved because of auto assist will become much easier with a built-in Explore dashboard. Admins can check the most important metrics at a glance, or create more complex reports with auto assist data points.

Enhance writing

• Simplify (rollout on March 17)
  Rephrases the content of agent’s comment to be more concise and focused on the main idea.
  
  
• Tone of Voice (rollout on March 11)
  This first phase of Tone of Voice (ToV) uses Generative AI to assist agents in rewriting and adapting their responses based on the tone, context, and writing style of the ticket conversation. More configurability is planned for ToV.
  
  
• Write a custom prompt (rollout on March 17)
  Changes agent’s comment based on the provided custom instructions that enhance or adjust the text. For example,  fix grammar, add bullet points, summarize in one line, translate to Italian, etc.
  
  See Enhancing ticket comments using generative AI.

Why is Zendesk making this change?

We're constantly looking for ways to increase agent productivity, as well as the flexibility of agent copilot features. The improvements listed above help admins increase their agent's productivity and make their day-to-day work easier.

What do I need to do?

As an admin, you can incorporate all of the available features listed above into your agents' workflows and educate them on how they can use these features. For features coming soon, consider how you might incorporate them into your processes in the near future to boost agent productivity even more. 

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

As recently announced, Zendesk’s agent copilot is now generally available, with a broad set of tools designed to assist agents so they can efficiently provide the best possible customer experience.

Customers using the legacy version of these features were given time to upgrade to the new experience. Today, we're announcing an official date when the legacy versions of these features will be discontinued.

You are a legacy customer if you purchased Advanced AI before or on October 9, 2024 and haven’t migrated to the new agent copilot experience.

This announcement contains the following topics:

• What's changing?
• What do I need to do?
• Questions?

What's changing?

Some AI features, such as intent, summary, and merging suggestions, are now intuitively embedded in the Agent Workspace UI as part of agent copilot, allowing your agents to more seamlessly leverage them while handling tickets. As a result, we’ll be removing old versions of these features on February 10, 2025. Any accounts that haven’t opted in to the new experience by that date will automatically see the new and improved functionality on February 10, 2025.

You can find a full list of these features here and see their legacy experience in the “Before opting in to agent copilot” column, and the new experience in the “After opting in to agent copilot” column.

What do I need to do?

If you purchased Advanced AI on or before October 9, 2024 and are using any of the legacy functionality noted above, we encourage you to:

• Review How to opt in to agent copilot.
• Inform your agents of the upcoming enhancements to the user experience.
• When you’re ready, opt in to the new experience by completing this form prior to February 10, 2025.

Questions?

For additional detail, see About agent copilot.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Hi Ian Marston please find answers to your questions below:

How can i configure the auto-assist process formatting? (…)

Right now auto assist does not support rich text (bold, underline, paragraphs, etc.). Auto assist will come up with its formatting of suggestions based on how procedures is phrased, and the content of conversation - it will try to mimic the way a conversation is formatted. Because auto assist is based on generative AI technology the formatting might vary ticket per ticket and might not always be the same, even for tickets that are similar. If you want auto assist suggestions to be formatted in a certain way you can preface each procedure with the way you want them to be formatted. 

When will you be implementing pre-configured action for Zendesk that adds tag xxxx_xxxx to ticket?

When will you be including event stamps to show which process was offered to agents?

When will you be enabling explore reporting on the process usage (offered/edited/rejected)?

All of this is on our radar but not yet have a concrete implementation timeline. Some of these things should be available in the product sometime around first half of 2025.

Zendesk is thrilled to announce agent copilot, a set of AI-powered features focused on making your agents more productive while still allowing them to provide a high level of customer service.

This announcement contains the following topics:

• What’s changing?
• Why is Zendesk making this change?
• What do I have to do?

What’s changing?

Agent copilot is the new name for a set of existing, upgraded, and new AI features that are designed to make agents as efficient as possible. These features surface helpful insights and proactively suggest next steps, increasing agent efficiency as well as customer satisfaction.

The following features are included in agent copilot:

• Auto assist: Uses large language model (LLM) technology to understand the contents of submitted tickets and make suggestions to your agents on how to solve them. These suggestions can be replies that the agent should send to the customer, or actions that the agent should take, including actions to interact with your backend or third-party systems. Auto assist can even execute agent-approved actions for them. (This feature was previously known as agent copilot during its EAP.)
  
• Suggested first replies: Uses generative AI to suggest a first response for agents in tickets based on existing macros and help center articles.
  
• Suggested macro badges and confidence levels: Enhances existing suggested macro functionality by bringing agents’ attention to macros that may help them solve tickets.
  
• Enhance writing: Improves the content of agent comments and help center content.
  
• Ticket summaries: Recaps the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.
  
• Quick answers: Provides AI-generated answers to agents’ searches within Knowledge in the context panel. (This feature was previously known as generative search for Agent Workspace.)
  
• Similar tickets (EAP): Shows agents a list of tickets similar to the one they’re currently working on.
  
• Merging suggestions: Identifies tickets that might be potentially merged with the ticket the agent is currently working on.
  
• Intelligent triage predictions: Gives agents additional context about the ticket, including intent, language, and sentiment, that helps them resolve customer requests more quickly.
  
• Entity detection (EAP): Allows you to define and detect unique information in tickets and messaging conversations.
  

For more, see About agent copilot.

Why is Zendesk making this change?

Our mission is to power exceptional service for everyone on the planet—and that includes your agents. By providing AI-powered context and suggestions, agent copilot helps agents solve customer requests more quickly and easily.

What do I have to do?

Agent copilot requires that you have the Advanced AI add-on.

If you purchased Advanced AI before October 9, 2024, you might already be using legacy versions of the features now included in agent copilot. We encourage you to upgrade to the new experience before February 6, 2025. Otherwise, your experience for these features will automatically change during the week of February 10, 2025. For details, see Migrating to the new agent copilot experience for details.

If you purchase Advanced AI on or after October 9, 2024, agent copilot is already available in your account, but its individual features need to be turned on. For details, see How do I turn agent copilot on?

If you’ve signed up for an early access program (EAP) for any of the features included in agent copilot, you can use those features until the grace period ends on February 6, 2025. Emails will be sent to let you know when this grace period ends, at which point you’ll need to purchase the Advanced AI add-on to retain access to the features.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

We’re excited to announce wider availability of an early access program (EAP) for agent copilot that is available for our customers with the Advanced AI add-on.

This announcement answers the following questions:

• What’s changing and why?
• How will this affect me?
• What do I need to do?

What’s changing and why?

Agent copilot proactively suggests replies and actions to agents based on simple text procedures created for copilot by admins. Agents can accept or edit these suggestions. When a reply is accepted, it will be sent to the end user in the name of the agent. If an action is accepted, agent copilot will execute it so that the agent doesn’t have to.

This way, agents save time on coming up with next steps or actions and instead just supervise the copilot, freeing up their time to focus on more meaningful and complex tasks. Agent copilot works in any industry and doesn’t require intent predictions.

We are opening the agent copilot EAP to all Zendesk customers with the Advanced AI add-on whose Zendesk instance has been migrated to the omnichannel messaging backend.

To sign up, submit the EAP form and select agent copilot from the list of available options.

How will this affect me?

If you signed up for the agent copilot EAP and your account meets the requirements mentioned above, you will get access to agent copilot within 5 business days of signing up.

What do I need to do?

After you sign up for the EAP, there is nothing more to do. If your account meets the requirements it will be enabled within 5 business days of signing up. For more information on using agent copilot, see Using agent copilot to help agents solve tickets (EAP).

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Hey Sami and B , we are debugging this issue and will provide an update once we found and fixed the underlying issue.

We’re excited to announce an early access program (EAP) for Agent copilot that is available for our customers with the Advanced AI add-on.

This announcement answers the following questions:

• What’s changing and why?
• How will this affect me?
• What do I need to do?

What’s changing and why?

Agent copilot proactively suggests replies and actions to agents based on simple text procedures created for copilot by admins. Agents can accept or edit these suggestions. When a reply is accepted, it will be sent to the end user in the name of the agent. If an action is accepted, Agent copilot will execute it so that the agent doesn’t have to.

This way, agents save time on coming up with next steps or actions and instead just supervise the copilot, freeing up their time to focus on more meaningful and complex tasks.

We are opening up sign-ups for the Agent copilot EAP to all Zendesk customers with the Advanced AI add-on. After May 15, we will reach out to selected customers. Everyone with the add-on can sign up, but we will be prioritizing customers who meet the following criteria:

• Have turned on intent predictions
• Operate in the e-commerce industry
• Use Shopify as their main web store
• Are willing to process order cancellations and refunds with the help of Agent copilot

To sign up, submit the EAP form and select Agent copilot from the list of available options.

How will this affect me?

If you are selected for participation, a Zendesk representative will reach out to invite and onboard you into Agent copilot. Once onboarded, you will be able to process order cancellations and refunds with the help of Agent copilot. You will have the ability to restrict Agent copilot to be present only for selected agents.

What do I need to do?

After you sign up for the EAP, there is nothing more to do. A Zendesk representative might reach out to you between May 15 and August 15, 2024, but this is not guaranteed. After this time period, we are planning to broaden the access to Agent copilot by opening up to more industries and use cases.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

We’re excited to announce an early access program (EAP) for entity detection.

This announcement answers the following questions:

• What’s changing and why?
• How will this affect me?
• What do I need to do?

What’s changing and why?

During this EAP, you will be able to create dropdown custom fields and populate them with entity values that will be detected in tickets on all channels supported by intelligent triage. You will be able to invoke these fields and values in Zendesk business rules such as triggers, automations, and routing to build more detailed and effective business rules.

Additionally, admins will be able to define whether entity values should be highlighted in tickets. Highlighting of entities helps agents quickly spot important information in tickets as well as easily populate associated custom fields with the entity value or simply copy the value.

For more information, see Automatically detecting unique information in tickets (EAP).

How will this affect me?

To join this EAP, you must meet the following criteria:

• Fill in the EAP form and select Entity detection from the list of available options

After you sign up for the EAP, there is nothing more to do. After April 22, 2024, customers who signed up will be enabled weekly, and a Zendesk representative will reach out to inform you when your account is enabled. This will give you access to add entity custom fields in the Intelligent triage settings page in Admin Center.

What do I need to do?

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Hi Kyle Pinkley thank you for your feedback. You said:

1) It was marking a lot of words as suggestions to have redacted. (...)

Would you prefer if this feature wasn't detecting things that you listed? Also, are there things that you would like it do detect? 

2) If you used the redact button an agent indicated it was all or nothing. I didn't confirm this but an agent said they were seeing this.

You can redact a single item by clicking on a highlight. If you click on the comment menu it will redact everything that's highlighted. Highlights can be removed by going to the redaction editor from the comment menu, and in the close future it will be possible to ignore specific highlights directly from the highlight dropdown.

some agents reported not being able to paste in notes or the search bar text in a ticket that they copied

This was a bug and has been fixed.

Based on what you've experienced so far what would have to happen to make this feature more useful for your agents?