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Ticket automation and collaboration

CCs and followers resources

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rule...

Edited Mar 19, 2025

2 votes  ·  6 comments

2

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6

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Turning on the tone of voice generative AI feature

What's my plan? Add-on Copilot The tone of voice feature, which is part of agent copilot, automat...

Edited Mar 12, 2025

0 votes  ·  4 comments

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Personalizing intelligent triage by creating custom intents (EAP)

What's my plan? Add-on Copilot Custom intents are currently in an early access pr...

Edited Mar 05, 2025

0 votes  ·  4 comments

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4

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Configuring side conversation child ticket settings

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

Edited Feb 26, 2025

1 vote  ·  8 comments

1

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8

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Turning on quick answers for Agent Workspace

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  ·  0 comments

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Turning on suggested first replies

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

Edited Mar 19, 2025

0 votes  ·  1 comment

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Turning on ticket summarization

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

1 vote  ·  0 comments

1

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0

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Turning on similar tickets (EAP)

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

Edited Mar 05, 2025

0 votes  ·  0 comments

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Migrating to the agent copilot experience

What's my plan? Add-on Copilot You must have the Copilot add-on to use the features described in t...

Edited Mar 05, 2025

4 votes  ·  1 comment

4

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1

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Turning on and configuring auto assist

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  ·  0 comments

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Creating and managing actions for auto assist

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

Edited Mar 13, 2025

0 votes  ·  13 comments

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13

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Analyzing your intelligent triage activity

What's my plan? Add-on Copilot Zendesk Explore features a prebuilt dashboard to help you monitor ...

Edited Mar 19, 2025

0 votes  ·  0 comments

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Creating and managing procedures for auto assist

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

Edited Mar 21, 2025

2 votes  ·  8 comments

2

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8

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Agent copilot resources

What's my plan? Add-on Copilot You must have the Copilot add-on to use the features described in t...

Edited Mar 05, 2025

0 votes  ·  0 comments

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About agent copilot

What's my plan? Add-on Copilot Agent copilot is a set of AI-powered features focused on making yo...

Edited Mar 17, 2025

0 votes  ·  0 comments

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Turning on and configuring Intelligence in the context panel (Legacy)

What's my plan? Add-on Copilot Quick Look: Admin Center > Workspaces > Agent tools > Context ...

Edited Mar 05, 2025

0 votes  ·  0 comments

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Analyzing your agents’ use of generative AI

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

Edited Mar 05, 2025

0 votes  ·  1 comment

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1

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Turning on the enhance writing generative AI feature

What's my plan? Add-on Copilot The enhance writing feature, which is part of agent copilot, autom...

Edited Mar 17, 2025

2 votes  ·  0 comments

2

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0

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Automatically detecting unique information in tickets (EAP)

What's my plan? Add-on Copilot Entity detection is currently available in an e...

Edited Mar 19, 2025

1 vote  ·  12 comments

1

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12

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Automatically detecting sensitive information for redaction

What's my plan? Add-on Advanced Data Privacy and Protection (ADPP) The redaction suggestions feature autom...

Edited Feb 20, 2025

0 votes  ·  7 comments

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7

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Using intelligent triage to identify and act on ticket escalations

What's my plan? Add-on Copilot Ticket escalations can take many forms. A customer interaction might need t...

Edited Mar 19, 2025

0 votes  ·  1 comment

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1

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Viewing and managing intelligent triage predictions

What's my plan? Add-on Copilot You must have the Copilot add-on to use the features described in t...

Edited Mar 05, 2025

0 votes  ·  5 comments

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5

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Routing automatically triaged tickets using standalone skills-based routing

What's my plan? Add-on Copilot You must have the Copilot add-on to use the features described in t...

Edited Mar 05, 2025

0 votes  ·  0 comments

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Making sense of unexpected intelligent triage predictions

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

Edited Mar 19, 2025

0 votes  ·  0 comments

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Intelligent triage resources

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

Edited Mar 05, 2025

0 votes  ·  15 comments

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15

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Configuring settings and permissions for CCs and followers

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rul...

Edited Mar 19, 2025

17 votes  ·  26 comments

17

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26

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Creating business rules for CCs and followers

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rul...

Edited Mar 19, 2025

0 votes  ·  23 comments

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23

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Customizing default email notifications for CCs and followers

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rul...

Edited Mar 19, 2025

4 votes  ·  37 comments

4

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37

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Manually updating business rules for CCs and followers

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rule...

Edited Mar 19, 2025

0 votes  ·  5 comments

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5

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Migrating to the updated CCs and followers experience

What's my plan? Suite Any plan Support Any plan Important: This article is for accounts cr...

Edited Mar 19, 2025

4 votes  ·  15 comments

4

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15

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