Getting the most out of Zendesk Copilot

Join our customers who are saving around 45 seconds per ticket, as well as a 10% increase in agent productivity since leveraging Zendesk’s Copilot. We've gathered the most helpful resources to help you quickly get started and begin seeing value immediately.

Preparing to use

Get familiar with our Copilot capabilities, what they enable teams to do and how they can help you achieve your operational goals. Let us help you iron out your strategy and pick what’s best for your teams and business.

  • Video: Preparing to use Copilot
  • Getting started with Zendesk AI and Copilot
  • About Zendesk Copilot
  • List of generative AI features in Zendesk
  • Zendesk AI Data Use Information

Getting started

Turn it on, plug it into your workflows, and enhance your reporting with meaningful insights to narrow your focus and identify areas of opportunity. Educate your teams on how to leverage these powerful, easy-to-use insights for faster, more personalized service.

  • About agent copilot
  • Migrating to the new agent copilot experience
  • Using auto assist to help agents solve tickets
  • Turning on and configuring auto assist
  • Creating and managing procedures for auto assist
  • Creating and managing actions for auto assist
  • Using AI to generate a first reply in a ticket
  • Turning on suggested first replies
  • Video: Getting started with intelligent triage
  • About intelligent triage
  • Automatically detecting customer intent, language, and sentiment
  • Choosing a routing method for automatically triaged tickets
  • Creating views for automatically triaged tickets
  • Enhancing ticket comments using generative AI
  • Turning on enhance writing
  • Summarizing ticket comments using generative AI
  • Turning on ticket summarization
  • Turning on and configuring Intelligence in the context panel (Legacy)
  • Viewing intelligent triage predictions
  • Creating macros from macro suggestions
  • Using quick answers for generative search in tickets
  • Using generative AI to expand and enhance help center content
  • Finding tickets similar to the current ticket (EAP)
  • Turning on similar tickets
  • Merging related tickets based on suggestions
  • Turning on merging suggestions
  • Using generative AI to create call summaries on tickets

 

Tips for achieving service excellence

Now that you've turned it on and your teams and business are benefiting from the intelligence, check out these helpful best practices to ensure everyone in your organization is operating at their highest level.

  • Video: Achieving service excellence with Advanced AI
  • Best practices for boosting agent productivity with AI features
  • Best practices for using Zendesk AI in your industry
  • Workflow recipe: Canceling and refunding a Shopify order with auto assist
  • Intelligent triage use cases and workflows
  • Using intelligent triage to identify and act on ticket escalations
  • Recipe: Adding comments and notes to tickets using triggers

Make data-driven decisions

Built on the world’s largest customer experience-specific dataset tuned to your industry and business, our Advanced AI gives you the ability to keep improving at every step by pinpointing where to optimize and inform your operations for best-in-class service.

  • Explore recipe: Reporting on the auto assist feature of agent copilot
  • Explore recipe: Reporting on suggested first replies
  • Analyzing intelligent triage results and taking action
  • Analyzing your agents' use of generative AI
  • Explore recipe: Intelligent triage predictions and confidence
  • Explore recipe: Intelligent triage changes to intent
  • Explore recipe: Comparing intelligent triage intent predictions with a custom About field
  • Explore recipe: Breakdown of CSAT by customer sentiment

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