Plans and permissions:
- Add-on: Copilot, billed separately
- Create and edit wrap up templates: Admin, Manager, or Team Lead role, or a custom role with Copilot settings set to Can edit Copilot settings
- Wrap up a ticket with a template: Admin role, or a custom role with Copilot access set to Can access Copilot on the AI support tab
- Admins can also turn on Copilot for individual people in Manage team > People management.
Use wrap up templates to have Copilot write a structured internal note at the end of a case. A template lists the fields the note should have, and how each one is filled in: Copilot writes it, the support team member writes it, or it comes from a Zendesk ticket field. A template can also apply a Zendesk macro’s actions, such as adding tags, when a support team member uses it.
To open them, go to AI support > Copilot and open the Wrap up templates tab.
Note: Support team members see wrap up templates when Wrap up ticket is turned on, on the Features tab of the same page.
Create a wrap up template
- Go to AI support > Copilot and open the Wrap up templates tab.
- Select Add template.
- Enter a Name, and set Status to Active.
- Select Add field, fill in the field (see Field options), and select Create. Repeat for each field you want in the note.
- Optional: under Selection filters, choose which tickets the template appears on, with Add groups, Add tags, or Add assignees.
- Optional: under Macro actions, choose a Zendesk macro whose actions run when the template is used.
- Optional: in Additional instructions, add guidance for every field, such as “Always write notes as bullet points” or “Keep all notes under 100 words”.
- Select Update.
- Select Save changes.
The template appears in the list, and your support team can use it in Copilot. To change it later, select Edit on its card.
Field options
| Option | What it does |
|---|---|
| Field name | The field’s heading. It appears as written in the note. |
| Field description | What Copilot should write in this field. For Use ticket field data, the ticket fields to pull in. |
| Field type | How the field is filled in. See the table below. |
| Display options | Condensed shows the value next to the field name, for short answers. Comfortable shows it below the field name, for longer ones. |
| Field type | How the field is filled in |
|---|---|
| Generate field content automatically | Copilot writes the field, based on its description. If Copilot doesn’t have enough information, the support team member is asked to fill it in. |
| Require agent to fill in manually | The support team member is always asked to fill in this field. |
| Use ticket field data | Copilot inserts values from the ticket’s Zendesk fields. See below. |
Macro actions apply the macro’s ticket updates, such as adding tags, changing the assignee, or setting custom fields. Internal notes and customer replies in the macro aren’t added.
Use ticket field data
To pull a Zendesk field’s value into the note, choose Use ticket field data and enter the field in Field description in this format:
{{zendesk.ticket.custom_fields.<id>.value}}
Replace <id> with the field’s ID. To find it in Zendesk, go to Objects and rules > Fields and select the field: the ID is in its URL.
You can combine several fields and your own text in one description. For example: a description of **Customer sentiment**: {{zendesk.ticket.custom_fields.12345678.value}} appears in the note as “Customer sentiment: Positive”.
Reorder templates
Support team members see templates in the order of your list. To change the order, drag a template by its handle, then select Save changes. You can’t reorder while you’re searching the list.
Wrap up a ticket
- In Copilot, select Wrap up in the toolbar, and choose a template.
- Copilot drafts a note with the template’s fields as headings. Fill in any fields it asks you to complete.
- Select Move to internal note.
The note is added to the ticket as an internal note, and the template’s macro actions are applied.