Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Agent |
Agent copilot helps the person handling the ticket. Four named features, all of them proposing rather than acting.
What it offers
- Auto assist suggests both replies and actions, drawing on your procedures, help centre articles and similar solved tickets.
- Suggested first replies propose an opening response, built from your macros and help centre articles. Note the difference: this one is for the first reply and does not read other tickets.
- Ticket summaries recap the public comments so far, so an agent picking one up does not read forty messages.
- Communication guidelines adapt a reply to the writing style and tone of the conversation, and steer what auto assist suggests as well.
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 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 macros and your knowledge base
A suggested first reply is built from your macros first, and from help centre articles where no macro matches. The same rule applies as everywhere else: better macros and better articles produce better suggestions, and a thin knowledge base produces thin ones.
One thing to check before you restrict anything: limiting your help centre to signed-in users does not keep copilot out. It can still use that content to suggest a first reply. The restriction governs who may browse the help centre, not what copilot draws on.
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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