Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Admin |
Copilot is one purchase covering several features. Knowing which ones prevents both underuse and surprise.
What comes with it
- Agent copilot: the agent-facing set, and four things sit inside it. Auto assist works through procedures you have written, with the agent approving each step. Suggested first replies propose an opening from your macros and articles. Ticket summaries recap the public comments. Communication guidelines hold the tone.
- Intelligent triage: topic, language and sentiment on incoming tickets. Worth a footnote: the labels themselves come with Professional and above whether or not you buy Copilot. What the add-on adds is the ability to act on them, so a trigger or automation can route on a topic or a sentiment.
- Admin copilot: help with configuration work.
- Enhance writing, which rewrites an agent's draft for tone, or simplifies it.
- Merging suggestions, which spot other tickets that belong with the one an agent has open.
- Voice call summaries and post-call transcription, so nobody writes up a call by hand, plus live suggestions during a call.
- Generative features in the Help Center, including generated search answers and help with writing articles.
What it is not
AI agents. Those come with every Suite and Support plan and are billed by automated resolution, so they are a separate line of thinking entirely.
Nor is it the deeper AI agent capabilities, which serve the AI agents rather than your staff and are now included across the Suite and Support plans rather than sold as the AI agents - Advanced add-on.
Priced per agent
Copilot is bought per agent seat, listed on the Zendesk pricing page at EUR 50 per agent per month billed annually, rechecked on 6 September 2026. Which agents have it is your decision, and it does not have to be everybody.
The part that gets forgotten
Triage, and the voice features. Triage arrives with the add-on, needs no per-agent adoption, and improves routing and reporting for the whole team. The call summaries save a write-up on every single call, which adds up faster than anything else on the list. Companies that buy Copilot for suggested replies and never switch on either leave most of the value on the table.
Check what is enabled
Owning the add-on and having the features on are different states. Go through the AI settings once and confirm each item is on and scoped where you want it.
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