When you have installed Agent Co-writer, the app is enabled, the Agent Co-writer icon is displayed in the agent's reply Tools.
The app can also be shown in the Ticket Sidebar when you open any ticket in your Zendesk Support. In the Ticket Sidebar, this shows the Summary.
In this Article
Displaying the Agent Co-writer App in the Ticket Sidebar
Displaying Agent Co-writer Pop-up with the Icon in the Reply Tools
Composing a Reply to a Ticket
Translating a Reply
Displaying the Agent Co-writer App in the Ticket Sidebar
The following shows the Agent Co-writer app in the Ticket Sidebar. In this example, the app has been set as Pin to sidebar from the Apps selections.
For details about the Summary refer to Displaying a Summary of the Ticket.
Displaying Agent Co-writer Pop-up with the Icon in the Reply Tools
To display the Agency Co-writer pop-up, click the icon in the Reply tools.
You can use this when you have already entered text for the reply, or when the reply in the ticket is empty.
Composing a Reply to a Ticket
When replying to the email, there are various options available with Agent Co-writer to help you write a reply to a ticket.
- You can enter a small amount of text with the basics of what you want to reply and use Agent Co-writer to adjust what you have written to a full reply using AI.
- You can also enter a detail reply and use Agent Co-writer to proof-read and expand what you have written.
- You can Dictate a brief or detailed reply and use Agent Co-writer to expand and adjust what you dictated.
- You can leave the reply blank, or add a brief reply, and select to use your Zendesk Knowledge Base and/or your Zendesk Macros to compose the reply. This will include links to the Knowledge Base article as relevant.
- In the Agent Co-writer pop-up, you can search for an article in your Help Center and add an article as a Resource for the reply. AI will use this when adjusting your Draft and include relevant information from the selected article in the draft. You can also set up the Instructions in the configuration so a link to the selected resource will be included in the draft.
- The adjusted reply can then be inserted into the ticket reply. If any further changes are needed, these can be made directly in the reply.
- If required, you make changes and use Agent Co-writer to adjust the changed reply. You can make changes in the Agent Co-writer pop-up or in the ticket reply.
Refer to Composing a Reply with Agent Co-writer.
Translating a Reply
There are various options available when translating a reply to a ticket. Refer to Using the Translate Feature in Agent Co-writer.