Suggestions

Documentation on Zendesk Copilot suggestions

What are suggestions

Suggestions is a grouping of various Zendesk Copilot features based around Copilot suggestion actions to take:

First replies
Tickets to merge
Show similar tickets
Summarize conversations
Show intent in the header
Show sentiment in the header
Suggest ticket assignees (EAP)

Current settings

Zendesk Global
- Sandbox:
  - Suggest first replies
    - Who has access:
      - All groups
  - Suggest tickets to merge
    - Who has access:
      - All groups
  - Show similiar tickets
    - Who has access:
      - All groups
  - Generate live transcriptions and suggestions during phone calls
    - Who has access:
      - All groups
  - Summarize conversations
    - Who has access:
      - All groups
  - Show intent in the header
  - Show sentiment in the header
  - Suggest ticket assignees (EAP)
- Production:
  - Suggest first replies
    - Who has access:
      - All groups
  - Suggest tickets to merge
    - Who has access:
      - All groups
  - Show similiar tickets
    - Who has access:
      - All groups
  - Generate live transcriptions and suggestions during phone calls
    - Who has access:
      - All groups
  - Summarize conversations
    - Who has access:
      - All groups
  - Show intent in the header
  - Show sentiment in the header
  - Suggest ticket assignees (EAP)
Zendesk US Government
- Sandbox:
  - Suggest first replies
    - Who has access:
      - All groups
  - Suggest tickets to merge
    - Who has access:
      - All groups
  - Show similiar tickets
    - Who has access:
      - All groups
  - Generate live transcriptions and suggestions during phone calls
    - Who has access:
      - All groups
  - Summarize conversations
    - Who has access:
      - All groups
    - Include internal notes in summary
  - Show intent in the header
  - Show sentiment in the header
  - Suggest ticket assignees (EAP)
- Production:
  - Suggest first replies
    - Who has access:
      - All groups
  - Suggest tickets to merge
    - Who has access:
      - All groups
  - Show similiar tickets
    - Who has access:
      - All groups
  - Generate live transcriptions and suggestions during phone calls
    - Who has access:
      - All groups
  - Summarize conversations
    - Who has access:
      - All groups
    - Include internal notes in summary
  - Show intent in the header
  - Show sentiment in the header
  - Suggest ticket assignees (EAP)

Last modified July 27, 2026: Adding ZD Copilot pages (ef9a17e6)

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