Plans and permissions:
- Add-on: Copilot, billed separately
- Add tags to AI agent cases in a workflow: Admin, Manager, or Team Lead role, or a custom role with Workflows set to Can create, edit, and delete workflows
Use usage tags to track and report on how your team uses Copilot in Zendesk. When a support team member uses a Copilot feature on a ticket, Assembled adds a tag for that feature to the ticket. You can then filter, report, and build views on these tags in Zendesk.
The tags are added automatically on tickets that aren’t closed. You don’t need to set anything up. For cases your AI agents handle, you can add your own tags in your workflows.
Use the tags in Zendesk
Filter or report on these tags in Zendesk to see:
- How support team members use Copilot on different kinds of tickets.
- Which Copilot features your team uses most, and where more training could help.
To see Copilot usage by support team member and feature in Assembled instead, use the Copilot usage report or the Copilot impact report.
Add your own tags to AI agent cases
For cases your AI agents handle, add tags in your workflows, so you can build your own tagging system for automated replies. For example, a workflow’s Wrap up step has a Case tags field: every case that reaches the step gets those tags. To edit a workflow, go to AI support > Workflows. See Building workflows.
Tag changes apply only to cases handled after you change them. They aren’t added to earlier cases.
General tag
Assembled adds cal to every ticket where a support team member used Copilot, alongside the tag for the feature they used. Use it to find every ticket Copilot was involved in.
Copilot feature tags
| Tag | Added when |
|---|---|
cal-ask-question |
A support team member asks Copilot a question in Ask mode. |
cal-compose-from-notes |
Copilot drafts a reply from a support team member’s notes or a macro, with Draft with note. |
cal-custom-action |
A support team member runs a custom action. |
cal-draft-reply |
Copilot drafts a reply. |
cal-draft-agent-guidance |
Copilot drafts a reply using a support team member’s guidance, or a support team member uses that reply. |
cal-move-to-editor |
A support team member selects Move to editor to move a drafted reply into the Zendesk editor. |
cal-move-to-internal-note |
A support team member selects Move to internal note to move Copilot’s text into an internal note. |
cal-use-predrafted-reply |
A support team member moves a reply Copilot drafted in advance into the editor. |
cal-rephrase |
A support team member asks Copilot or the Reply polisher to rephrase text, for example with Tidy up, Expand, or Add empathy. |
cal-reply-polisher |
A support team member selects Replace in editor in the Reply polisher. |
cal-summarize |
A support team member asks Copilot to summarize the ticket. |
cal-summarize-customer-context |
A support team member opens Customer context in Copilot. |
cal-suggest-macro |
A support team member asks Copilot to suggest macros. |
cal-wrap-up-ticket |
A support team member wraps up the ticket with a wrap up template. |
cal-write-initial-greeting |
Copilot drafts an initial greeting. |