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Ticket automation and collaboration


CCs and followers resources

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings This is a complete list of doc...

Edited Jun 21, 2024

2 votes  ·  6 comments

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Personalizing intelligent triage by creating custom intents (EAP)

What's my plan? Custom intents are currently in an early access program (EAP). You can sign u...

Edited Feb 12, 2025

0 votes  ·  3 comments

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Configuring side conversation child ticket settings

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Side conv...

Edited Dec 05, 2024

1 vote  ·  6 comments

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Turning on quick answers for Agent Workspace

You must have the Advanced AI add-on to use the features described in this article. Quick answe...

Edited Feb 04, 2025

0 votes  ·  0 comments

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Turning on suggested first replies

You must have the Advanced AI add-on to use this feature. The suggested first replies feature, which is part ...

Edited Oct 09, 2024

0 votes  ·  0 comments

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Turning on ticket summarization

You must have the Advanced AI add-on to use this feature. The ticket summarization feature, which is part of ...

Edited Feb 11, 2025

1 vote  ·  0 comments

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Turning on similar tickets (EAP)

The similar tickets feature is currently in an early access program (EAP). You can sign up for...

Edited Feb 11, 2025

0 votes  ·  0 comments

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Migrating to the agent copilot experience

You must have the Advanced AI add-on to use the features described in this article. If you pu...

Edited Feb 11, 2025

3 votes  ·  0 comments

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Turning on and configuring auto assist

You must have the Advanced AI add-on to use this feature. Auto assist, which is part of agent copilot, is an ...

Edited Feb 11, 2025

0 votes  ·  0 comments

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Creating and managing actions for auto assist

You must have the Advanced AI add-on to use this feature. Actions are automated tasks that you can configure ...

Edited Oct 04, 2024

0 votes  ·  13 comments

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Analyzing your intelligent triage activity

You must have the Advanced AI add-on to use the dataset described in this article. Zendesk E...

Edited Sep 26, 2024

0 votes  ·  0 comments

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Creating and managing procedures for auto assist

You must have the Advanced AI add-on to use this feature. Procedures are the instructions that auto assist, par...

Edited Jan 22, 2025

2 votes  ·  6 comments

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Agent copilot resources

You must have the Advanced AI add-on to use the features described in this article. Agent co...

Edited Dec 02, 2024

0 votes  ·  0 comments

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About agent copilot

You must have the Advanced AI add-on to use the features described in this article. Agent copilot is a set of ...

Edited Nov 26, 2024

0 votes  ·  0 comments

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

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

Edited Feb 11, 2025

0 votes  ·  0 comments

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Analyzing your agents’ use of generative AI

You must have the Advanced AI add-on to use the dataset described in this article. Explore fea...

Edited Jun 21, 2024

0 votes  ·  1 comment

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Turning on enhance writing

The enhance writing feature, which is part of agent copilot, automatically improves the content of agent ...

Edited Feb 11, 2025

2 votes  ·  0 comments

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Automatically detecting unique information in tickets (EAP)

What's my plan? Entity detection is currently available in an early access program (EAP). Yo...

Edited Feb 05, 2025

0 votes  ·  11 comments

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Automatically detecting sensitive information for redaction

What's my plan? Add-on Advanced Data Privacy and Protection (ADPP) You must have the Advanced Data ...

Edited Feb 11, 2025

0 votes  ·  7 comments

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Using intelligent triage to identify and act on ticket escalations

You must have the Advanced AI add-on to use the features described in this article. Ticket esc...

Edited Jun 21, 2024

0 votes  ·  1 comment

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Viewing and managing intelligent triage predictions

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

Edited Feb 12, 2025

0 votes  ·  5 comments

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Routing automatically triaged tickets using standalone skills-based routing

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

Edited Jun 21, 2024

0 votes  ·  0 comments

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Making sense of unexpected intelligent triage predictions

You must have the Advanced AI add-on to use the features described in this article. In certain...

Edited Jun 21, 2024

0 votes  ·  0 comments

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Intelligent triage resources

What's my plan? You must have the Advanced AI add-on to use the features described in this article. Intelligent t...

Edited Oct 09, 2024

0 votes  ·  15 comments

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Configuring settings and permissions for CCs and followers

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings Note...

Edited Jun 21, 2024

17 votes  ·  26 comments

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Creating business rules for CCs and followers

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings Not...

Edited Aug 30, 2024

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? Quick Look: Admin Center > Objects and rules > Tickets > Settings You ...

Edited Jan 13, 2025

4 votes  ·  37 comments

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Manually updating business rules for CCs and followers

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings When you migrate to CCs and fo...

Edited Jun 21, 2024

0 votes  ·  5 comments

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Migrating to the updated CCs and followers experience

What's my plan? Important: This article is for accounts created before May 2019 ...

Edited Jan 13, 2025

4 votes  ·  14 comments

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Turning off CCs and followers

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings In so...

Edited Jun 21, 2024

1 vote  ·  8 comments

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