Copilot in Zendesk

Plans and permissions:

• Add-on: Copilot, billed separately
• Use Copilot in Zendesk: Admin role, or a custom role with Copilot access set to Can access Copilot on the AI support tab
• Your company must have Copilot set up in Zendesk.
• Admins can also turn on Copilot for individual people in Manage team > People management.

Use Copilot to solve cases faster in Zendesk and spend less time on busywork. Copilot drafts replies in your voice, answers questions using your company’s knowledge base and policies, translates conversations, and writes your internal notes when you wrap up a case.

To open it, open a ticket in Zendesk and select the Assembled app in the ticket sidebar.

Open Copilot

The first time you open the Assembled app, you sign in with your Assembled account, and you stay signed in after that. To find the app in the sidebar, pin it, and sign in, see Copilot sign-in in Zendesk. If your company hasn’t installed the app yet, an admin can install it: see Assembled App for Zendesk.

Navigating Copilot

Summarize writes a summary of the case, and Customer context shows details about the customer, if your company has set it up. You can move a summary to the ticket with Move to internal note.

What Copilot shows when you open a case

When you open Copilot on a ticket, it invites you to choose a quick action, draft a reply, or ask a question. If your company has Copilot draft replies ahead of time, a suggested reply may already be waiting. If an email workflow handles the ticket in Agent review, Copilot shows the action the workflow prepared as a Suggested action, for you to confirm or cancel. See How Agent review works in Copilot.

To catch up on the case, select Summarize. If your company has set it up, select Customer context to see details about the customer.

Greet a customer

Copilot can write your greeting for you, based on the example greetings your company or you have set up.

1. Select Greet above the Copilot chat input. If you don’t see it, select ….
2. Copilot writes a greeting and puts it in the Zendesk reply editor.
3. Make any changes you want, and send the message.

To add your own greeting examples, go to Configure > My settings in Assembled and open the Preferences tab.

Ask Copilot a question

Copilot can answer questions about the case, the customer’s history, your company’s policies, and your internal knowledge base.

1. Select Ask below the Copilot chat input.

   

2. Enter your question in plain language.

3. Select the send button, or press Cmd + Enter on a Mac or Ctrl + Enter on Windows.

4. Copilot answers and lists its sources. Select Relevant sources to see them. To turn the answer into a reply, select Reply with notes.

You can ask follow-up questions in the same chat.

Draft a reply

Copilot drafts a reply for you, and you can edit it before you send it. Use the case itself, your own notes, or a Zendesk macro.

Draft from the case

Select Reply above the chat input, or press Cmd + D on a Mac or Ctrl + D on Windows. Copilot drafts a reply using the case and your company’s knowledge.

Draft from your notes

1. Select Draft below the chat input.
2. Enter your notes: anything Copilot should know to write a better reply. If you’ve already typed notes in the Zendesk reply editor, press Tab to paste them into Copilot.
3. Select the send button.

Copilot drafts a reply using your notes and its other sources.

Draft from a Zendesk macro

1. Select Draft below the chat input.
2. Select Macros (the lightning bolt icon), or enter / in the chat input.
3. Choose a macro. You can search for it by name.
4. Add notes if you want to, and select the send button. Copilot drafts a reply using the macro.
5. Select Move to editor and apply macro.

Review and send a draft

When the draft looks right, select Move to editor, or press Cmd + Enter on a Mac or Ctrl + Enter on Windows, to put it in the Zendesk reply editor. Then send it to the customer from Zendesk.

To change the draft first:

• Have Copilot rephrase it: select Rephrase, then choose Tidy up, Expand, or Add empathy, or enter your own instructions in Custom instructions….
• Edit it yourself: select the draft text and type. Select any text to add bold, italics, a bulleted list, or a link.
• Start over: select Reset to original, the counterclockwise arrow, to undo your edits.

Translate a conversation

Copilot detects the customer’s language and shows it in the language tag at the top of Copilot, so you can reply in their language and understand what they write. Your company turns translations on for everyone who uses Copilot. For how translations are set up, the translation options, and the supported languages, see Copilot translations.

How translation works

• When the customer’s language is different from yours, Move to editor reads Translate and move to editor. Select it to translate your draft into the customer’s language and put it in the Zendesk reply editor.
• Translate case appears above the chat input when the case is in a different language from yours. Select it to translate the whole conversation into your Copilot language.

Your Copilot language is set in Configure > My settings, on the Preferences tab.

Change the case language

If Copilot detected the wrong language, select the language tag and choose the right one. You can search the list, and the language Copilot detected is marked Detected.

Wrap up a case

When you’re ready to close or hand off a case, Copilot writes your internal notes. It uses wrap up templates that your company creates, so notes are consistent and suit the type of case. For how templates are built, and which fields Copilot fills in or asks you to complete, see Wrap up templates.

1. Select Wrap up above the Copilot chat input.
2. Choose a template.
3. Review the note Copilot writes, and make any changes.
4. Select Move to internal note to add it to the ticket.

Get more room in Copilot

If Copilot feels cluttered, expand its toolbar to give yourself more space to view and work with information. To expand the toolbar, select the expand icon.

Questions? Check with your admin or team lead.