Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Agent |
Copilot helps the person handling the ticket. Suggestions, summaries and rewriting, with the agent still deciding.
What it offers
- Suggested replies drawn from your knowledge base and similar tickets.
- Summaries of long threads, so an agent picking one up does not read forty messages.
- Rewriting, to expand a short note, change the tone, or translate.
- Similar tickets, showing how comparable cases were handled.
The agent stays in charge
Nothing is sent without somebody choosing to send it. That is the whole design: the risk of a wrong answer is caught by the person who knows the customer.
Where the time actually goes
Summaries on long or reassigned tickets, and expanding a factual note into a proper reply. Those two are where agents report the difference, more than the suggested replies.
It reads your knowledge base
Suggestions come from articles, so the same rule applies as everywhere else: better articles produce better suggestions, and a thin knowledge base produces thin ones.
What agents worry about
That it is a step towards replacing them, and that suggestions will be judged. Both worth addressing directly, because an agent who distrusts it will not use it, and the feature only pays back through use.
Not everybody needs it
It is bought per agent seat. Teams handling high volumes of similar tickets benefit most; a specialist handling three complex cases a day benefits least.
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