Thomas Verschoren13-06-20255 min read

Zendesk Agent Copilot: Helping Your Team Resolve More, Faster

Zendesk exists to help businesses resolve customer issues—quickly, consistently, and at scale. Today, that mission is powered by AI that works across every layer of your support experience.

Copilot is the second pillar of Zendesk AI. It doesn’t replace your agents—it empowers them. Whether they’re handling tickets from chat, email, or messaging, Copilot lives right inside the Agent Workspace to streamline workflows, automate repetitive steps, and surface the insights needed to resolve issues with confidence.

Let’s walk through how Zendesk Copilot makes your team more effective—and your support more resolvable.

Zendesk AI: Built Around Resolution

Zendesk’s AI strategy focuses on three distinct but complementary tools, each designed to drive faster, better resolutions:

Conversational AI Agents

These Zendesk AI Agents automate support at the front line. They deflect tickets by answering common questions, guiding customers through interactive procedures, or gathering necessary details before escalation. They’re t

Copilot

The AI assistant built for your team. Zendesk Copilot supports human agents during live interactions—helping them respond faster, simplify workflows, and close tickets with less friction.

Zendesk QA

Quality Assurance driven by AI. It analyzes all conversations (human and bot), spots performance trends, predicts churn risk, and gives your team the feedback it needs to improve resolution quality over time.

Intelligent Triage: Make assigning tickets easy

Before a ticket reaches an agent, Zendesk Copilot goes to work behind the scenes. It applies Intelligent Triage to scan every inbound request for:

Sentiment – Is the customer happy, frustrated, or angry?
Language – What language is the ticket written in?
Intent Detection – What is the customer trying to achieve?
Entity Detection – Extracting order numbers, products, account details.

This structured understanding helps Zendesk automatically assign the ticket to the right agent, place it in the correct queue, or trigger automation rules—all without manual tagging.

It also feeds into your reporting—automatically categorising tickets by topic or issue type, making trend analysis and root cause reporting much easier. The result: cleaner routing, clearer insights, and faster resolutions.

Real-Time Context, Without the Scroll

Context is key to resolving tickets quickly—but agents shouldn’t have to dig for it. Zendesk Copilot keeps relevant information front and centre, so your team can focus on solving the issue, not reconstructing it.

Summaries – Copilot generates up-to-date summaries of long or complex conversations, so agents can get up to speed in seconds—even on older or transferred tickets.
Similar Tickets – It surfaces recent tickets about the same issue, helping agents reuse effective solutions or avoid redundant escalations.
Merge Suggestions – When a customer reaches out across multiple tickets or channels—or follows up with a new message instead of replying—Copilot suggests merges, reducing noise and confusion.
Quick Answers – Relevant replies are displayed in the sidebar, based on Help Centre content or internal documentation. Agents can respond with one click, or adapt them as needed.

Writing Assist: Better Replies in Less Time

Good support isn’t just fast—it’s clear and human. Zendesk Copilot helps agents write better replies without starting from scratch.

Suggested Replies – Draft responses are automatically generated based on your Help Centre macros, or previous tickets. It’s not copy-paste—it’s context-aware communication.
Rewrite Tools – Copilot helps adjust the tone, simplify language, or expand on a short message. It can even follow custom prompts (e.g. “turn this into a checklist” or “make it more empathetic”).

Agents stay in control—but now with a writing partner that thinks like your brand.

Zendesk Auto Assist: From Answer to Action

Copilot doesn’t just help agents reply—it helps them resolve. Auto Assist is where Zendesk AI goes beyond suggestions and starts driving real outcomes. It combines step-by-step guidance with powerful in-ticket actions, all without needing any code or complex setup.

What

Zendesk Auto Assist is built to reduce friction in the support process. It translates routine procedures—like handling returns, cancellations, or account updates—into guided workflows that adapt to the conversation in real time.

There’s no need to code or build flows. You simply describe the process in natural language (“We need the order number, product, and reason for return before we can move forward”), and Agent Copilot handles the rest. It knows what to ask, when to ask it, and dynamically adjusts based on what’s already present in the ticket. If the customer already included their order number, Copilot won’t ask again.

That means smoother conversations, fewer repetitive tasks, and a faster path to resolution.

Procedures

Zendesk Auto Assist helps agents follow consistent processes by prompting them with just the right guidance at the right moment.

For example, in a return workflow:

Copilot asks for any missing context (e.g., “Can you provide your order number and reason for return?”)
It monitors the customer’s progress and suggests the next best reply
It keeps agents on track with structured steps, even for complex requests

Because these procedures are written in plain language, anyone can create them—no technical skills required. It’s a powerful way to bring process standardization to your support team, without adding friction.

Actions

Once the necessary context is gathered, Zendesk Auto Assist can take it further by acting directly within the ticket—saving your team valuable time and reducing handovers.

Zendesk Copilot can:

Execute refunds in your ecommerce or billing system
Fetch order information or account details from integrated platforms
Update ticket fields such as priority, category, or issue type
Trigger macros or escalate to another team, all from the same interface

These automated actions eliminate unnecessary back-and-forth between systems and streamline the resolution process from start to finish. The result? Fewer delays, happier agents, and faster outcomes for your customers.

Ready to Resolve Faster with Zendesk Copilot?

Zendesk Copilot doesn’t just help agents reply faster—it helps them resolve more tickets, with less stress, and better outcomes. It’s how modern support teams scale quality without scaling headcount.

Want to see Copilot in action?