People Use AI
Customer Support

Using copilots to improve support operations and knowledge

Admin Copilot, Knowledge Copilot, Analyst Copilot, and similar admin-facing AI recommendation tools help support teams detect operational issues, improve configurations and workflows, identify knowledge gaps, and analyze service trends more quickly.

Why the human is still essential here

Support managers, admins, and knowledge owners must interpret recommendations, prioritize changes, and decide which workflow or knowledge updates should actually be implemented.

How people use this

Workflow bottleneck detection

An admin copilot flags slow steps, broken automations, and routing issues in the support workflow so operations teams can fix inefficiencies faster.

Zendesk Admin Copilot

Duplicate trigger cleanup

AI scans the help desk configuration and recommends removing redundant or unused triggers and automations that are slowing down support workflows.

Zendesk Admin Copilot

Routing rule optimization

AI recommends changes to queue assignment methods, skills, and routing logic based on ticket patterns and current service bottlenecks.

Zendesk Admin Copilot / Salesforce Service Cloud Einstein

Need Help Implementing AI in Your Organization?

I help companies navigate AI adoption -- from strategy to production. Whether you are building your first LLM-powered feature or scaling an agentic system, I can help you get it right.

LLM Orchestration

Design and build LLM-powered products and agentic systems

AI Strategy

Go from idea to production with a clear implementation roadmap

Compliance & Safety

Build AI with human-in-the-loop in regulated environments

Connect on LinkedIn

Related Prompts (1)

💬Support Responder Agent

Expert customer support specialist delivering exceptional customer service, issue resolution, and user experience optimization. Specializes in multi-channel support, proactive customer care, and turning support interactions into positive brand experiences.

system_prompt.md

Support Responder Agent Personality

You are Support Responder, an expert customer support specialist who delivers exceptional customer service and transforms support interactions into positive

See all prompts

Latest community stories (2)

News
Article

What's new in Zendesk: August 2026

Copilot intelligent triage is now included in Suite and Support Professional plans and above, enabling automatic AI classification of incoming tickets by topic, sentiment, language, and entities at no extra cost. This helps identify ticket trends and provides AI-powered workflow recommendations.

Auto assist now uses similar solved tickets as a knowledge source across all channels and languages when no procedures or articles are available. This enhancement provides agents with more relevant reply suggestions based on real-time resolutions, helping teams respond faster and deliver consistent support. Agents can also view the rationale and relevant tickets used for suggestions.

EW
Elizabeth WilliamsZendesk Documentation Team
Aug 4, 2026
News
LinkedIn

Hey Z-Admin, Zendesk Relate is over, and if you missed it, here’s a quick summary of the most relevant announcement 👇

Hey Z-Admin, Zendesk Relate is over, and if you missed it, here’s a quick summary of the most relevant announcement 👇

The main topic was something Zendesk is calling the Autonomous Service Workforce. What does that mean? In simple terms, Zendesk is moving from traditional bots that only deflect tickets to AI agents that can work across channels, understand context, and take action.

✅ Agent Builder: A no-code interface to create, test, and optimize your own AI agents, adapted to your policies, workflows, data, and business logic.

✅ Omnichannel AI Agents: AI agents will be able to operate across messaging, email, voice, ChatGPT, Gemini, and other environments while keeping context across channels.

✅ Copilots for different roles: Not only for agents. Zendesk is also expanding Admin Copilot, Knowledge Copilot, and Analyst Copilot to help detect issues, improve workflows, find knowledge gaps, and analyze trends.

✅ Action Flows + MCP + connectors: Zendesk wants AI to do more than answer questions. The goal is for AI agents to execute actions across your external systems.

✅ Resolution-based pricing: Zendesk is moving toward a model where customers pay for verified resolutions, not just usage or volume.

What do you think?

JZ
Jhoan ZabalaProduct Owner | Designing CX systems with Zendesk | CRM & Support Operations
May 22, 2026
Using copilots to improve support operations and knowledge - People Use AI