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Ticket automation and collaboration

Macros resources

This article provides a list of resources to help you learn about macros and use them in your account. Documentation...

Edited Jun 12, 2024

1 vote  ·  16 comments

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Summarizing ticket comments using generative AI

What's my plan? Add-on Copilot You must have the Copilot add-on to use this feature. The ticket su...

Edited Mar 05, 2025

0 votes  ·  5 comments

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Using auto assist to help agents solve tickets

What's my plan? Add-on Copilot You must have the Copilot add-on to use this feature. Auto assist, ...

Edited Mar 05, 2025

0 votes  ·  5 comments

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Using AI to generate a first reply in a ticket

What's my plan? Add-on Copilot You must have the Copilot add-on to use this feature. The sugg...

Edited Mar 19, 2025

3 votes  ·  22 comments

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Using quick answers for generative search in tickets

What's my plan? Add-on Copilot You must have the Copilot add-on to use the features described in thi...

Edited Mar 05, 2025

0 votes  ·  33 comments

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Finding tickets similar to the current ticket (EAP)

What's my plan? Add-on Copilot The similar tickets feature is currently in an early...

Edited Mar 05, 2025

4 votes  ·  4 comments

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Collaborating on messaging conversations using @mentions

What's my plan? Suite Any plan Agents participating in messaging conversations may want to collaborate ...

Edited Mar 19, 2025

0 votes  ·  2 comments

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Enhancing ticket comments using generative AI

What's my plan? Add-on Copilot Writing tools, which are part of agent copilot, can help you improve the co...

Edited Mar 20, 2025

6 votes  ·  61 comments

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Viewing intelligent triage predictions

What's my plan? Add-on Copilot From within a ticket, you can see the ticket’s predicted intent, language, ...

Edited Mar 19, 2025

0 votes  ·  9 comments

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Using macros to update tickets

What's my plan? Suite Any plan Support Any plan A macro is a prepared response or act...

Edited Mar 21, 2025

24 votes  ·  42 comments

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Creating macros for repetitive ticket responses and actions

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Workspaces > Ag...

Edited Mar 19, 2025

6 votes  ·  69 comments

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Creating macros from existing tickets

What's my plan? Suite Any plan Support Any plan You can create a macro from an existing ticket...

Edited Mar 19, 2025

6 votes  ·  2 comments

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Organizing and managing your macros

What's my plan? Suite Any plan Support Any plan Most support teams create and use lots of ma...

Edited Mar 19, 2025

34 votes  ·  37 comments

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Building macro action statements

What's my plan? Suite Any plan Support Any plan The table below describes the actions availa...

Edited Mar 19, 2025

6 votes  ·  14 comments

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Applying suggested macros to tickets

What's my plan? Add-on Copilot Suggested macros help you find macros that apply to the ticket you’re ...

Edited Mar 05, 2025

3 votes  ·  12 comments

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Activating and deactivating macros keyboard shortcuts

What's my plan? Suite Any plan Support Any plan Macros can be applied by using a keyboard sho...

Edited Mar 19, 2025

0 votes  ·  3 comments

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Collaboration overview

What's my plan? Suite All plans Support with Collaboration add-on Zendesk Support and Tic...

Edited Feb 26, 2025

38 votes  ·  2 comments

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Using @mentions

What's my plan? Suite Any plan Support Any plan Agents and admins can add other agents to the...

Edited Mar 19, 2025

2 votes  ·  16 comments

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Understanding CCs and followers

What's my plan? Suite Any plan Support Any plan You can use CCs and followers to bring inter...

Edited Mar 19, 2025

1 vote  ·  10 comments

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About side conversations

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Collaborati...

Edited Mar 04, 2025

12 votes  ·  127 comments

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Creating side conversations

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Collaboration add-...

Edited Feb 26, 2025

0 votes  ·  27 comments

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Viewing and replying to side conversations

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Collaboration add-...

Edited Feb 26, 2025

0 votes  ·  10 comments

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Closing and reopening side conversations

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Collaboration add-...

Edited Feb 26, 2025

0 votes  ·  12 comments

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Searching for content in side conversations

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Collaboration add-...

Edited Feb 26, 2025

1 vote  ·  3 comments

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Using side conversation child tickets

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Collaboration add-...

Edited Feb 26, 2025

3 votes  ·  80 comments

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Using macros to start side conversations

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Collaboration add-...

Edited Feb 26, 2025

4 votes  ·  25 comments

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Using side conversations for Slack

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Collaboration add-...

Edited Feb 26, 2025

4 votes  ·  48 comments

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Using Microsoft Teams in side conversations

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Collaboration add-...

Edited Feb 26, 2025

5 votes  ·  30 comments

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