How to Send a Suggested Reply in Zendesk
How can I send a suggested reply as is in Zendesk?
Sending a suggested reply as is in Zendesk is straightforward. Once a suggested reply is populated in the composer, you can review the text and, if it fits the ticket's needs, send it immediately. Simply press the Tab key to accept the suggestion and then click Submit to send it as a ticket comment.
This process allows agents to quickly respond to tickets without needing to craft a new reply from scratch, saving time and effort.
More related questions
What is the suggested replies feature in Zendesk?
The suggested replies feature in Zendesk uses generative AI to help agents respond to tickets more efficiently. It suggests a first response based on existing macros and help center articles. This feature is currently available in an early access…
Can I update a suggested reply before sending it in Zendesk?
Yes, you can update a suggested reply before sending it in Zendesk. If the AI-generated suggestion needs some tweaks, you can edit the text directly in the composer. After reviewing the suggested reply, press the Tab key to accept it, make the…
What should I do if a suggested reply isn't suitable in Zendesk?
If a suggested reply isn't suitable for a ticket in Zendesk, you can easily reject it and type your own response. To do this, review the suggested reply in the composer and either press the Escape key or start typing your own response. If you…
What are the requirements to use suggested replies in Zendesk?
To use suggested replies in Zendesk, you must have the Agent Workspace enabled. Currently, this feature only works for tickets created via web form and email, and it supports only the English language. The AI scans ticket comments and compares them…
How does Zendesk generate suggested replies?
Zendesk generates suggested replies by scanning the comments in a ticket and comparing them against your existing macros and help center articles. Macros are evaluated first, followed by help center articles. If a high-confidence match is found, a…
Can I disable the suggested replies feature in Zendesk?
Currently, there is no direct setting in the Admin Center to disable the suggested replies feature in Zendesk. However, if you wish to disable it, you can respond to the welcome email you received when joining the early access program (EAP), and…
Will Zendesk suggested replies support other languages?
As of now, the suggested replies feature in Zendesk only supports the English language. However, there are plans to expand this feature to support other languages and channels in the future. This expansion will make the feature more versatile and…
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