geoffreybrocard

Hi Zendesk team,

Just sharing some customer feedback implementing Copilot for a customer, since we've faced a few issues and would love to hear for eventual solutions/updates:

1. Double signatures: we sometimes see a signature added in the auto-assist, while one has already been added in the agent profile.
2. Wrong signature (agent not assigned to ticket): we sometimes noticed the signature from the auto-assist adding another agent's signature from previous interactions, instead of the one from the current user.
3. Macros are unusable in auto-assist: it's probably that way by design, but it might be useful at times to allow agents to add macros to the generated reply from auto-assist, in order to complete the answer.
4. App (add-on)  for translations no longer loading: an app is used in the Zendesk instance for translation in tickets, from the comment section (public note). When agents deactivate the auto-assist mode to add a manual reply, the app is not reloaded at the same time the auto-assist is disabled. The agents then have to leave the ticket, refresh their page, and come back to the ticket to use the app again.
   
   Thanks a lot for your help,