Leafworks

Zendesk Copilot – get started with Leafworks

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

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

  • Process returns faster
  • Answer WISMO enquiries more efficiently
  • Handle voucher processes directly in Zendesk
Discover use cases
Go to the Copilot Quick Check
Screenshot: Zendesk Copilot schlägt Agent:innen passende Antworten vor – eingerichtet mit Leafworks.
Leafworks: Zendesk Premier Partner

What is Zendesk Copilot?

Illustration einen Bots im Kundenservice

Zendesk Copilot is the intelligent AI assistant for support teams and admins. It identifies customer requests, classifies and routes tickets, suggests replies and next steps, can execute approved actions and automatically summarises conversations. This reduces routine work and makes knowledge easier to use across the team.

Zendesk Copilot improves your service through more precise analysis, more consistent communication and greater efficiency in day-to-day support.

As a Zendesk Premier Partner with Copilot certification, Leafworks supports you from the guided trial through setup and long-term expansion. We make sure the Zendesk Copilot integration fits your processes and delivers tangible benefits in your day-to-day work.

All key Zendesk Copilot features at a glance

Auto Assist & Approved Actions

  • Suggest relevant next steps and replies
  • Execute approved actions directly
  • Set fields, change statuses and trigger workflows

Reply Suggestions & Writing Assistance

  • Suggest first replies based on macros and Help Center articles
  • Expand, simplify or rephrase text in the appropriate tone
  • Tailor replies using custom instructions

AI Summaries

  • Summarise long ticket histories
  • Speed up handovers and onboarding
  • Identify important information faster

Similar Tickets & Merge Suggestions

  • Display similar resolved tickets in context
  • Suggest potential ticket merges
  • Reduce duplicate work and reuse existing solutions

Custom Actions & API Calls

  • Connect external systems directly
  • Trigger processes from within the ticket
  • Check orders, synchronise data or update records

Macros & Knowledge in Context

  • Use relevant Help Center content in the Agent Workspace
  • Suggest suitable macros with confidence scores
  • Significantly reduce manual searching

Intelligent Triage

  • Automatically detect intent, entities, sentiment and language
  • Classify and route tickets more precisely
  • Use key information in workflows and analytics

Copilot Analytics

  • Monitor usage and acceptance rates
  • Analyse completed actions and the AI features used
  • Compare handling times and identify optimisation opportunities

Admin Copilot

  • Analyse your Zendesk setup and identify potential improvements
  • Review triggers, automations and routing rules
  • Prepare, review and approve changes through dialogue

Copilot for Voice

  • Transcribe and automatically summarise conversations
  • Display relevant Help Center content during calls
  • Reduce manual call notes

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

This is how Zendesk Copilot supports your team when configured for your processes: routine workflows move faster, replies are prepared more quickly and agents receive targeted support.

Manage returns and complaints

A customer reports a defect. Copilot identifies the request, suggests the appropriate next steps and helps capture the return information. With Custom Actions, actions can also be carried out in connected systems once approved by the agent.

Result: Consistent communication, structured data collection and less manual work.

Handle WISMO enquiries faster

A customer asks about the delivery status. Copilot identifies the request and sentiment, retrieves the order details through a connected interface and prepares a reply with the appropriate tracking link.

Result: Faster, consistent and relevant replies, even when enquiry volumes are high.

Simplify voucher and coupon handling

Copilot identifies problems with voucher codes, suggests follow-up questions for missing information and helps complete the ticket fields. Custom Actions can check existing codes, expiry dates and promotions and create new vouchers once approved.

Result: Fewer manual steps and faster handling of voucher enquiries.

All of this is possible when Zendesk Copilot is professionally configured and connected to the right data sources – and that’s exactly where our work comes in.

Test Zendesk Copilot

Want to try Zendesk Agent Copilot sensibly? Our guided trial clarifies your requirements and takes you through the entire testing phase, including evaluation and next steps.

  1. Discovery: Clarify goals, define expectations and get to know the team
  2. Setup & configuration: Activate Copilot together and complete the initial configuration
  3. Check-in: Evaluate initial results and make adjustments
  4. Evaluation & recommendations: Review the results and define the next steps or direct implementation

Format: 4 one-hour sessions with an experienced Leafworks consultant.
You’ll receive a solid basis for decision-making and clear recommendations for the next steps.

Talk to us
To the flyer

How we integrate the Zendesk Copilot

From idea to a production-ready Copilot in 6 weeks

Kick-off & project planning (week 1)
Get to know the team, define milestones and set up access
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 supports agents as they work on tickets, while Zendesk AI Agents resolve suitable customer requests autonomously. Both solutions can be used together. (Find out more on our Zendesk AI overview page.)

Many teams start with Copilot to support agents in their day-to-day work and make better use of existing knowledge. In parallel or as a next step, AI Agents can handle frequent requests end to end, such as order-status enquiries or form-based processes.

Screenshot: Zendesk Copilot schlägt Agent:innen passende Antworten vor – eingerichtet mit Leafworks.

Zendesk Copilot

  • Assists people
  • Suggests replies
  • Summarises tickets
  • Can execute approved actions

Book a Copilot Quick Check
Zendesk AI Agents in Aktion

Zendesk AI Agents

  • Works autonomously
  • Handles requests end to end
  • Uses approved knowledge and data
  • Available in Zendesk Suite and Support

Learn more about Zendesk AI Agents
Book a free appointment

Leafworks at your side

Leafworks is the largest Zendesk Premier Partner in the DACH region and certified for Zendesk Copilot. With around 1,000 successfully delivered customer service projects, we know what it takes to make AI work in practice: tailored processes with clearly measurable value, fast time to value and results that noticeably reduce the workload in day-to-day operations.

We implement what you need and deliver what we promise:

  • extensive expertise in AI automation and process design
  • our own add-ons, APIs and middleware for fast, tailored integrations
  • certified implementation of Zendesk Copilot
  • a long-term partnership on equal terms: We are and remain by 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.
Diana Zimmermann, Annanow AG

⭐⭐⭐⭐⭐

Diana ZimmermannAnnanow Group AG
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!
Philip Schumacher, Intravis

⭐⭐⭐⭐⭐

Philipp SchumacherIntravis GmbH
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 🙂
Gerome Körbel, Yuma GmbH

⭐⭐⭐⭐⭐

Gerome KörbelYuma GmbH
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!
Jürgen König, Häfele

⭐⭐⭐⭐⭐

Jürgen KönigHäfele SE & Co KG
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.
Susanne Heiz, Jobcloud

⭐⭐⭐⭐⭐

Susanne HeizHead of Service at JobCloud AG

We are here to help!

We are here to help! Behind every successful implementation is a partner who listens, understands and gets things done.

We support you both technically and strategically, give direct feedback on feasibility and find or build solutions that work in practice.

Certified: Zendesk Premier Partner with Copilot certification

Marvin Post

Marvin Post

Solution Hero

  • Zendesk AI Agents
  • Zendesk Copilot
  • Integrations (CRM, ERP)
  • Automations
  • Digital Transformation
  • Custom MVPs
Talk to Marvin

FAQs about Zendesk AI Copilot

Zendesk Copilot brings together AI features that directly support agents as they work on tickets. These include Auto Assist, reply suggestions, ticket summaries, similar tickets, merge suggestions, generative writing tools and actions in Zendesk or connected systems.

Copilot supports service agents as they work on tickets. AI Agents resolve suitable customer requests autonomously. Both can be used in parallel: AI Agents handle requests that can be automated, while Copilot supports the team with the remaining tickets.

Through approved API connections, Copilot can suggest or execute actions in connected systems, such as creating orders or updating customer data.

Selected Copilot features with limited usage allowances are included in all Suite plans as well as Support Professional and Enterprise. The full range of features requires the Copilot add-on. This add-on is purchased for the entire Zendesk account and is therefore charged for all agent seats; access to some features can subsequently be managed by group.

Zendesk provides privacy and security measures for Copilot as well as contractual safeguards such as its Data Processing Addendum. According to Zendesk, inputs used by generative features are not used to train third-party models. Whether your specific use is GDPR-compliant also depends on your data flows, configuration and internal requirements.

The trial consists of four one-hour sessions: discovery, setup and configuration, a check-in and a final evaluation with specific recommendations.

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

The Copilot dashboard shows usage, acceptance rates and interactions with Auto Assist, AI Suggestions and generative features. You can use the relevant Zendesk reports to assess the impact on response and handling times or customer satisfaction.

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