Plan requirement
| Subscription | Suite Professional or higher, Support Professional 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
- In Knowledge, click Manage articles in the sidebar and select Procedures. Drafts carry the status AI generated. The other way in is Admin Center > AI > Agent copilot > Auto assist, where the recommendation appears.
- Click the name to open it, and read it against how the case should be handled.
- Click the gear icon to see what it was built from before you trust a step.
- Edit it in the procedure editor, then click Publish. It is available to auto assist from that moment.
- Close the recommendation with Mark as done in the actions menu at the bottom of it.
What they are derived from
Four things, listed behind the gear icon on the draft: your top ticket topics, the most common issues detected in your tickets, relevant solved tickets from the last ninety days, and your existing knowledge articles. Up to three drafts per brand can arrive in a week, and only when there is something to generate, so a quiet week is normal.
That derivation is genuinely useful: it shows what your team 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. Deleting the unreviewed drafts you are never going to use also makes room for the next ones.
Judge it after thirty days
Once a procedure has been published for thirty days you can see how often auto assist reaches for it and how often agents accept or edit what it suggests. That is the honest measure of whether the draft was worth keeping.
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