# Zendesk Copilot (Zendesk) Category: Agent-assist copilots. Public reviews about the AI: 5. Profile updated 2026-10-08. Zendesk add-on that suggests replies and next steps to agents, summarizes tickets and triages requests. ## What it does Zendesk Copilot is a set of AI tools sold as an add-on to Zendesk [1]. Its auto assist feature reads a ticket, suggests a reply or next step based on procedures written by admins, and runs actions once the agent approves them [1][3]. The add-on also includes intelligent triage, suggested first replies, ticket summaries, writing help, merge suggestions, and call summaries, transcription and live suggestions for voice calls [1]. Zendesk says its similar-tickets feature now supports all languages and channels [6]. Channels: Email, Messaging, Voice. Works with: Zendesk Suite and Zendesk Support, Professional plans and above [1][2]. ## Controls - Auto assist follows procedures that admins write or approve; AI-drafted procedures must be published by an admin before auto assist uses them [3][4] - Actions suggested by auto assist run only after the agent reviews and approves them [1] - Admins can test a procedure in a test conversation before publishing it [3] - Admins choose which agent groups can use suggested replies, and a trigger with the agent_copilot_enabled tag decides which tickets get auto assist [3] - An early-access mode shows suggestions only when auto assist is confident they are correct [5] - The auto assist page reports 7-day acceptance rate and ticket coverage [5] - Version management lets admins inspect, compare and deploy agent copilot settings between sandbox and production [6] ## Setup Zendesk's setup steps are: turn on auto assist in Admin Center, write a procedure, test it, then add a trigger that tags tickets that have a procedure [3]. A guided onboarding flow walks admins through choosing knowledge sources, access and AI-generated procedures [6]. Zendesk does not state a setup time. ## Billing Per seat. $50 per agent per month, paid yearly, as an add-on to Professional plans and above [2]. Transcribing phone calls has additional usage costs [1]. ## Vendor claims (not results) - Zendesk's Copilot page states "82%" increased agent productivity and 5.5 hours saved by admins weekly [7] - Zendesk quotes customer Rotho saying agents handle up to 120 tickets in an 8-hour shift with Copilot, up from 40 [7] - Zendesk quotes customer Yape saying productivity increased by 15 percent after adopting Copilot [7] ## Not found in public sources - A monthly-billed price for the Copilot add-on - Whether every agent on an account must have Copilot - How Zendesk measures the 82% productivity figure ## What reviewers say - Does the job: 0 positive, 4 negative (too few to rate) - Accuracy: 0 positive, 1 negative (too few to rate) - Handoff to a person: 0 positive, 0 negative (too few to rate) - Cost: 0 positive, 1 negative (too few to rate) - Setup and upkeep: 0 positive, 0 negative (too few to rate) > "Auto Assist parses the "empty" response, assumes the customer ignored our questions, and suggests a follow-up response that politely asks the exact same diagnostic questions all over again." (Paul30, Zendesk Community, 2026-07-17: https://community.zendesk.com/ai-24/how-are-you-handling-inline-email-replies-with-zendesk-ai-auto-assist-ticket-summaries-22055) > "In fact, we already did talk about them, tried them, and decided not to buy them." (Glenn14, Zendesk Community, 2026-04-28: https://community.zendesk.com/ai-24/stop-switching-ai-features-on-without-us-asking-copilot-ticket-summaries-21447) > "They also added a mouseover 'feature' that pops up a ticket summary whenever you mouseover a ticket which is annoying to the extreme as the miniscule summary blocks the view plus is useless in what it portrays." (DP, Trustpilot, 2026-03-06: https://www.trustpilot.com/reviews/69aab41fac642bc45c344fe2) > "The ticket is not truly ready to close, so when the customer replies the same message gets triggered again." (Louise19, Zendesk Community, 2026-01-24: https://community.zendesk.com/chat-messaging-13/messaging-procedures-auto-assist-creating-a-message-loop-10396?postid=67338#post67338) > "Every time the customer wrote back, the same message was instantly written to them, providing an not so great experience, and somewhat highlighting, this was not a completely human experience." (Aaran, Zendesk Community, 2025-03-03: https://community.zendesk.com/chat-messaging-13/messaging-procedures-auto-assist-creating-a-message-loop-10396) ## Sources 1. [About Zendesk Copilot](https://support.zendesk.com/hc/en-us/articles/5524125586330-About-Zendesk-Copilot), Zendesk Help, accessed 2026-10-08 2. [Pricing](https://www.zendesk.com/pricing/), Zendesk, accessed 2026-10-08 3. [Setting up auto assist](https://support.zendesk.com/hc/en-us/articles/8984493142810-Setting-up-auto-assist), Zendesk Help, accessed 2026-10-08 4. [Reviewing and publishing AI-generated procedures for auto assist](https://support.zendesk.com/hc/en-us/articles/10140109521178-Reviewing-and-publishing-AI-generated-procedures-for-auto-assist), Zendesk Help, accessed 2026-10-08 5. [Using the updated auto assist experience (EAP)](https://support.zendesk.com/hc/en-us/articles/10738928033690), Zendesk Help, accessed 2026-10-08 6. [What's new in Zendesk: September 2026](https://support.zendesk.com/hc/en-us/articles/11180657600026-What-s-new-in-Zendesk-September-2026), Zendesk Help, accessed 2026-10-08 7. [Zendesk Copilot](https://www.zendesk.com/service/ai/copilot/), Zendesk, accessed 2026-10-08 Canonical page: https://get-support-ai.com/products/zendesk-copilot