Agent assist: plan, suggested replies and fields
Agent assist: plan, suggested replies and fields
In the copilot sidebar and browser extension: a step-by-step plan, ready replies and field suggestions for the open ticket.
Click “Plan & suggestions” in the Zendesk sidebar app or the browser extension. TR-AI reads the open ticket and returns:
- A resolution plan: 3–6 steps for the agent — what to check, what to ask, what to do, when to escalate — based on your knowledge base and similar solved tickets.
- Suggested replies: your team’s past answers to similar tickets, and matching Zendesk macros. Insert or copy them in one click.
- Field suggestions: category, intent (from your smart-triage intents), sentiment, urgency, language and tags.
Tips & tricks
- Use the plan for unfamiliar ticket types — it is a quick way for new agents to learn the right steps.
- Keep your macros’ titles descriptive: they are matched to tickets by their words.
- Nothing is written to the ticket until the agent inserts it.