How Zendesk's Suggested Replies Feature Works
How does the suggested replies feature work in Zendesk?
The suggested replies feature in Zendesk works by using AI to scan ticket comments or messaging conversations and compare them against your existing macros and help center articles. If a high-confidence match is identified, a suggested reply is generated for the agent's first response.
Macros are evaluated first, and if no match is found, the system then checks help center articles. The agent can choose to accept, modify, or reject the suggested reply. This feature is designed to work only for asynchronous channels like email and is currently available in English only.
More related questions
What is the new suggested replies feature in Zendesk?
Zendesk has introduced a new AI feature called suggested replies, which is currently in an early access program (EAP). This feature uses generative AI to suggest a first response for agents handling tickets, based on existing macros and help center…
Why did Zendesk introduce the suggested replies feature?
Zendesk introduced the suggested replies feature to help reduce the redundancy of agents' work by using AI assistance. Agents often spend a lot of time on repetitive tasks, and this feature aims to improve their productivity by providing…
What do I need to do to access Zendesk's suggested replies feature?
To access Zendesk's suggested replies feature, you need to be using the Agent Workspace and sign up for the early access program (EAP). This feature is part of the Advanced AI add-on and will be available after the EAP ends. If you have any…
What channels and languages does the suggested replies feature support?
Currently, the suggested replies feature in Zendesk supports only asynchronous channels, such as email, and is available only in English. This means that the feature is designed to work with communication methods that do not require real-time…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
