Agent Copilot
Explore Zendesk Agent Copilot features like suggested replies, intent detection, auto-assist procedures, and writing tools. Learn how Copilot helps agents work faster, stay on-brand, and reduce repetitive tasks across channels.
Procedures turn your support processes into automated workflows. Use them with an AI Agent for full automation, or as Agent Copilot procedures to guide human agents. Document your processes, identify repetitive steps, and build procedures that close the gap between knowledge and action.
Customer care is shifting from ticket handling to resolution design. This article explains how Zendesk’s Resolution Platform—combining Agent Copilot, AI Agents, knowledge and context—helps teams build clearer, use-case-driven paths. Part one covers intent classification.
Zendesk’s new ticket summaries make it easier to grasp a conversation at a glance — now available in views, reports, and via API. And with a bit of Action Builder magic, you can even automate summarisation for solved tickets.
Migrating from ticket field categories to Zendesk Intents isn’t hard. By reviewing existing categories, refining and renaming intents, adding custom ones, and validating results, you can replace manual tagging with AI-powered triage for faster, smarter customer support.
Zendesk’s Agent Copilot gets a major upgrade with Instructions—a new feature guiding agents through manual steps when automation isn’t viable. Combined with suggested replies and next actions, Copilot now supports hybrid workflows, streamlining both digital and physical processes.
Agent Copilot’s auto-assist only triggers on customer-created requests. If tickets are created via the Zendesk API or by agents (e.g. Employee Service), Copilot may not respond. The fix? Use the /requests.json endpoint to ensure proper behavior across email, messaging, and API-generated tickets.
This article walks through building a Zendesk Agent Copilot flow from scratch, using ticket fields, actions, and external APIs. It showcases a movie streaming lookup service, illustrating how to structure procedures, handle customer input, and automate workflows for a seamless support experience.
What happens if you combine Zendesk Agent Copilot, a partner like Next Matter and Internal Note? This article tells the story of our hackathon last December.
The new Entity detection for Zendesk Intelligent Triage allows you to now not only know why customers are contacting you, but also know what they are talking about.
A few months after its announcement at Relate, I finally had to chance to explore the new AI Co-pilot for agents in Zendesk. This article will explore what the Co-pilot can do, how it works and some initial impressions.
What happens if you give Zendesk AI for Voice one of IT Crowd's most confusing customer care interactions? Read the article to see the results!
This article will show you how to automatically categorise any incoming ticket and assign a customer sentiment by using ChatGPT, Cloudflare Workers and Zendesk APIs.
