Agent Copilot
Agent Copilot
A suggested reply, a short summary, sentiment and similar past tickets next to every ticket.
Copilot shows agents a three-line summary, the customer’s sentiment, the most similar past tickets and a suggested reply with the sources it used. Agents insert, regenerate, translate or dismiss the draft; acceptance is tracked per agent and team.
Live translation
- “Translate for me” turns the customer’s message into your language (your Zendesk language, or the language you pick in the extension).
- “Translate” on the suggested reply turns it into the customer’s language — detected from their message — or a language you choose.
- Product names, codes, links and e-mail addresses are kept as written. Nothing is translated or sent until you click.
- One AI call per translation; none when the text is already in that language.
Tips & tricks
- Always read a translated reply once before sending — especially numbers, dates and prices.
- A low acceptance rate on one topic usually means the knowledge base disagrees with how agents actually answer — check both.
- Agents can answer in any language without leaving the ticket: translate the customer in, write or edit in your own language, then translate the reply out.
- Agents who live in the help desk all day get more out of the browser extension, which shows the same suggestions next to the ticket (see Copilot browser extension).