Plan requirement
| Subscription | Any plan |
| Also required | Copilot |
| Access | Admin |
Yes. Copilot is bought per agent seat, and giving it to everybody is rarely the right first move.
How it works
You buy a number of seats and assign them to specific agents. The published list price is €50 per agent per month on an annual plan. Agents without a seat use Zendesk exactly as before.
Who benefits most
- First-line agents handling volumes of similar questions.
- Anybody working long email threads, where summaries save real time.
- Newer colleagues, who get suggestions drawn from how the team already answers.
Who benefits least
Specialists handling a few complex cases a day. Their work is judgement rather than assembly, and a suggestion built from articles has little to add.
What is not per seat
Intelligent triage. It labels incoming tickets whoever handles them, so its value does not depend on how many seats you assign.
Teams sometimes buy Copilot for suggested replies and overlook that triage came with it.
Start with a pilot
Five or six willing agents for a fortnight. Their verdict is more reliable than a projection, and it tells you which groups to extend to.
Review the seats quarterly
Against your actual team. Agents who left, or moved to work where it does not help, keep consuming seats until somebody looks.
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