Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Whether Zendesk drafts procedures for you at all. A reasonable thing to switch off while you are establishing your own.
Set it
- Open the auto assist settings.
- Choose whether procedures may be generated.
- Save.
The case for leaving it on
You get a description of how your team actually handles things, which is information you otherwise have to gather by asking people. Useful even where you discard every draft.
The case for switching it off
A list mixing your reviewed procedures with unreviewed drafts is harder to manage, and the drafts look identical to the real ones at a glance.
Where a small team is building a deliberate set, the extra entries are noise.
Nothing is published without you
Generated procedures arrive as drafts. Whichever way this is set, no procedure reaches a conversation until somebody publishes it, so this is a question of tidiness rather than risk.
A middle course
Leave it on, review the drafts monthly, and discard aggressively. You keep the insight into current practice without the list growing indefinitely.
Watch what it reveals
Repeated drafts for the same case usually mean agents are handling it inconsistently. That is worth acting on regardless of whether you keep the draft.
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