Zendesk Copilot – get started with Leafworks

AI assistance for your support team: respond faster, utilise knowledge more effectively, eliminate routine work. Leafworks sets up Zendesk Agent Copilot so that it works from day one.

Want to see for yourself? We’ll show you three specific use cases from e-commerce:

Automate returns
Respond to WISMO enquiries immediately
Manage vouchers intelligently

What is Zendesk Copilot?

Zendesk Copilot is the intelligent AI assistant for support teams. It understands customer concerns, prioritises tickets, suggests responses and automatically summarises conversations – eliminating routine work and making knowledge more accessible to the team.

Zendesk AI Copilot improves your service in a targeted manner: through more precise analyses, more consistent communication and greater efficiency in daily support.

As a Zendesk Premier Partner with Copilot certification, Leafworks accompanies you from the guided trial to setup and long-term expansion. We ensure that the Zendesk Copilot integration fits your processes and unleashes its strengths exactly where they are most needed in your everyday work.

All Key Zendesk Copilot Features at a Glance

Agent Assist & Approve Actions

Automatically execute suggested steps
Set fields, change statuses, trigger workflows
Close routine tickets faster and more consistently

Generative Reply Suggestions

Suggest fitting responses in the right tone
Access macros and Help Center articles
Noticeably shorten time-to-first-reply

AI Summaries

Condense long ticket histories
Enable faster handovers and onboarding
Support QA through structured overviews

Similar Tickets & Merge Detection

Identify related cases automatically
Suggest potential merges
Reduce duplicate work, ensure consistent replies

Custom Actions & API Calls

Integrate external systems directly
Trigger processes right from the ticket
Check orders, sync data, or update records

Knowledge Suggestions

Automatically surface relevant Help Center articles
Suggest suitable macros in context
Eliminate manual searching

Intent & Sentiment Recognition

Automatically detect intent and tone
Classify tickets by language and sentiment
Save 30–60 seconds per request

Analytics Dashboard

Track adoption and usage rates
Measure impact on ticket handling
Quickly identify optimization potential

Zendesk Copilot in action – three use cases from e-commerce

This is how the AI Copilot Zendesk works when set up correctly: processes run automatically, responses come faster, and teams are relieved of some of their workload.

Manage returns and complaints

A customer reports a defect – Copilot recognises the issue, assigns the request and responds with the appropriate form. Return information is recorded via custom objects without manual intervention.

Result: Consistent communication, structured data collection, less routine work.

Process WISMO enquiries automatically

The classic scenario: a customer asks about the delivery status several times. Copilot recognises the request and the impatience, automatically retrieves the order number and inserts the tracking link into the response via API call.

Result: fast, consistent and empathetic communication, even when there is a high volume of enquiries.

Automate voucher and coupon handling

Copilot detects problems with voucher codes, requests missing information and fills in ticket fields. Custom objects are used to manage existing codes, expiry dates and promotions directly from Zendesk.

Result: new vouchers can be generated and responses prepared without support teams getting bogged down.

All of this is easily achievable as long as Copilot Zendesk is professionally configured and connected to the right data sources – and this is precisely where our work comes in.

AI Readiness Check – Test Zendesk Copilot

Want to try out Zendesk Agent Copilot for yourself? Our AI Readiness Check will clarify your requirements and guide you through the entire trial – in a structured and measurable way.

Discovery: Clarify goals, define expectations, get to know the team
Setup & configuration: Activate Copilot together and perform initial configuration
Check-in: Evaluate initial results, make fine adjustments.
Evaluation & recommendations: Clear results, next steps or direct implementation

Format: 4 sessions of 1 hour each – with experienced Leafworks guidance.
You will receive a sound basis for decision-making and clear recommendations for the next steps.

How we integrate the Zendesk Copilot

From idea to productive assistant in 6 weeks

Kick-off & project planning (week 1)

Get to know the team, set up milestones and access points

Discovery and definition of use cases (weeks 2–3)

Analysis of the existing Zendesk setup, training on Copilot features, prioritisation of initial use cases

Configuration & Testing (weeks 3-6)

Technical implementation, API integrations, fine-tuning, analytics setup

Go-live & Monitoring (week 6)

Leafworks accompanies the launch, measures initial results and provides feedback.

Ongoing support (for as long as you want)

Regular fixed check-ins with your personal contact person, continuous optimisations, implementation of new use cases, ...

Copilot or AI agents – or both?

Zendesk offers several AI solutions: Zendesk Copilot (part of Zendesk AI Essentials) supports agents, while Zendesk AI Agents Advanced handle routine cases independently. Both can be seamlessly combined. (Find out more on our Zendesk AI overview page.)

Many teams start with Zendesk AI Essentials and Copilot to optimise processes, workflows, and knowledge sources. Once this foundation is in place, AI agents take over frequent end-to-end requests, such as order status or form processes.

Leafworks at your side

Leafworks is a Zendesk Premier Partner and certified implementation partner for Zendesk Copilot. With over 900 successfully implemented projects, we know what it takes to make AI work in practice: tailor-made processes with clearly measurable added value, fast time-to-value and results that noticeably reduce the workload in everyday life.

We deliver what you need and keep our promises:

Comprehensive expertise in AI automation and process design
Proprietary add-ons, APIs, and middleware for rapid, customised integration
Licensed implementation of Zendesk Copilot
Long-term partnership on equal terms: we are on and stay at your side.

What our customers say

Leafworks supported us efficiently and effectively in the restructuring and optimisation of Zendesk. Our consultant Tobi was hands on at all times so that we were able to complete the project on time, successfully and without additional costs. As soon as our team feels comfortable with the new features, we will tackle the second phase with Zendesk together with Leafworks. You have our trust for sure! Thanks to you.

Leafworks helped us very well with the initial setup of our ZenDesk instance and with the training of our employees, as well as with the implementation of our ERP interface. All the contacts I have had with Leafworks have been very friendly, constructive and productive. I have always been helped very well and above all quickly and we feel that we are in very good hands there. I look forward with great confidence to the next projects with the Leafworks agency and look forward to further good co-operation!

Leafworks carried out the complete set-up of Zendesk for us, including the connection of all our online shops and the migration. The support provided by Leafworks was exemplary. Leafworks was characterised in particular by flawless communication and in-depth know-how, which meant that the cooperation was excellent and all problems could be solved. We can recommend Leafworks without reservation and look forward to working with them again in the future, as we always have special requests that are realised by Leafworks. Many thanks for the great support 🙂

It is always a pleasure to work with Leafworks as a customer. Direct and easy contact, quick response and the stuff just works as it should!

Thanks to Leafworks, we had a CSM ready for use in a short space of time. Even after the launch, Leafworks is always at our side and supports us quickly and easily, both with ad hoc solutions and best practice recommendations or general advice. The speed and simplicity of the support, the knowledge of our setup and the creative solutions are impressive.

We are here to help!

Behind every successful implementation is a partner who listens, understands and implements pragmatically. We support you not only technically, but also strategically – and remain at your side to help you achieve your goals, both short and long term. Always with an open ear and the right solutions in mind: we listen, give direct feedback on feasibility and find or build solutions that really work.

Certified: Zendesk Premier Partner with Copilot certification

FAQs about Zendesk AI Copilot

What is included in the Zendesk AI add-on (Copilot)?

All AI features that directly support agents: response suggestions, summaries, similar tickets, custom actions, analytics. Copilot is part of Zendesk AI Essentials.

How does Zendesk Copilot differ from AI agents?

Copilots assist humans, while AI agents work autonomously. Both use the same architecture and can be combined.

How does the Zendesk Copilot integration work via custom actions?

Copilot can perform actions in other systems via API connections, such as creating orders or updating customer data.

Is Zendesk Copilot GDPR compliant?

Yes. Data remains in your Zendesk instance and is not used for training external models.

How does Leafworks' AI Readiness Check work?

Four sessions, from defining objectives to setup, evaluation and recommendations. Details in the PDF.

How long does the Zendesk Copilot integration with Leafworks take?

Typically 6 weeks, from kick-off to go-live – depending on the setup and scope of the use cases.

What results can be measured?

Response times, adoption rates, automated steps, and customer satisfaction are all visible in the Copilot dashboard.