Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Zendesk can draft procedures from how your team already works. Drafts, and they need reading before they go live.
Review them
- Open the procedures in the AI settings.
- Look at the ones that were generated.
- Read each one against how the case should be handled.
- Edit, then publish or discard.
What they are derived from
Patterns in how your tickets have been handled. That is genuinely useful: it shows what your team actually does, which is often not what anybody wrote down.
The distinction that matters
A generated procedure describes what happened, not what should happen. Where agents have been skipping a check, the draft skips it too, and it does so in confident, well-organised prose.
So read them as a description of current practice and edit them into a description of correct practice.
What to check hardest
- Missing checks, particularly anything with a compliance or financial consequence.
- Conditions stated as always. "Offer a refund" where the real rule has limits.
- Steps in the wrong order, which reads fine and behaves badly.
- The exceptions, which are rare in the data and therefore usually absent from the draft.
Have the process owner read it
Not only an admin. Somebody who knows the rules is the only person who can tell that the draft is describing a shortcut rather than the policy.
Discard freely
A draft that needs heavy correction is worth rewriting from scratch, because editing prose you did not write towards a process you do know is slower than writing it.
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