What admin copilot does

Help with configuration work: describing what you want and getting a proposed change instead of a settings hunt.

Help with configuration work: describing what you want and getting a proposed change instead of a settings hunt.

What it does

You describe the outcome in ordinary language, and it proposes the configuration: a trigger, a view, a field, a routing rule. You review the proposal and decide.

It also works without being asked. Weekly insights on how the account is trending, and recommendations aimed at your setup, arrive whether or not you go looking. Those are the two halves people miss, because the conversation is the part you notice.

It is included with the plan and needs no add-on. The one exception is recommendations about Copilot's own features, such as auto assist and intelligent triage; those appear only if you hold that add-on, which is reasonable enough since there would be nothing to act on otherwise.

That is the half you did not ask for. Each card names a movement and offers to explain it, which is more useful than the number alone: a resolution time that rose sharply is worth a look, and the reasons are a click away rather than a report you have to build.

The other half. Each recommendation says what it expects to gain and which area it touches, and that last tag is where the add-on exception becomes visible: the Auto assist one only appears on an account that holds Copilot.

Where it helps most

• Things you do rarely. Building a trigger once a quarter means relearning the conditions each time.
• Finding where a setting lives in an interface with a great many screens.
• Explaining existing configuration, particularly one somebody else built.

The last one is underrated

Inheriting an account with forty triggers nobody documented is a common situation. Being able to ask what a trigger does, and what would happen if you disabled it, is worth more than building new ones quickly.

You still approve

Nothing is applied without you agreeing. That matters more here than with agent-facing features, because configuration changes affect everybody at once and some of them are awkward to unpick.

Review the proposal properly

A proposed trigger can be right in intent and wrong in scope: the correct action with a condition that catches more tickets than you meant. Read what it will match, not only what it will do.

It does not know your business

It knows Zendesk. Whether a change is a good idea for your organisation, and whether it conflicts with something you agreed last year, is still your judgement.

See also

• Using admin copilot to change your configuration
• Testing admin copilot changes before applying them
• Managing access to admin copilot