Admin Copilot: Features, access, and best practices
See how proactive insights and admin-approved updates give service teams the context and control to improve operations, customer experiences, and agent workflows.
Candace Marshall
Vice President, Product Marketing, AI and Automation
最後更新: July 10, 2026
What is Zendesk Admin Copilot?
Zendesk Admin Copilot is a proactive AI assistant for service admins. Built into the Zendesk Resolution Platform, it uses account data, workflows, and setup context to surface risks, explain issues, recommend next steps, and apply approved changes. Purpose-built for service operations, Admin Copilot gives admins the context and control to optimize workflows without manual investigation
Spend less time managing configurations and more time improving outcomes
As AI agents handle more frontline requests, admins need faster ways to fine-tune the service environment hosting them. Zendesk Admin Copilot surfaces account trends, prioritizes recommendations, and guides configuration changes from Admin Center. Instead of digging through reports, settings, and documentation, admins can spot risks, understand what’s driving them, and approve updates with more confidence.
Catch operational issues before they affect customers
Latest Insights gives admins a weekly view of account changes, trends, and risks. Use it to monitor rising resolution times, increasing reopens, ticket volume shifts, or workload spikes. From there, admins can ask follow-up questions, investigate likely causes, and act before issues affect customers or agents.
Focus on the highest-impact improvements
Admin Copilot ranks recommendations using account-specific data and operational signals. It can surface opportunities to refine routing, clean up duplicate business rules, optimize macros, or fix configuration issues. Recommendations appear where admins already work, so optimization becomes part of the regular workflow.
Get answers and guidance without leaving Admin Center
Conversational assistance lets admins ask setup-specific questions, pressure-test ideas, and explore recommended changes in Admin Center. Guidance is grounded in account context, service trends, and Zendesk product knowledge, so admins can move from question to action without switching tools.
Improve workflows and policies with confidence
Use Admin Copilot to create, update, and manage triggers, automations, SLAs, policies, and related workflow objects. It shows what should change and why, and then keeps admins in control through review and approval before updates go live.
Configure resources faster across your account
Admins can use guided assistance to manage users, groups, organizations, brands, forms, fields, custom statuses, skills, and other supported objects. For example, teams are able to create a new support group, adjust forms for a launch, or update routing rules for a new workflow.
Investigate root causes and resolve issues faster
When SLA breaches, routing errors, or rising reopens appear, Admin Copilot can guide the investigation. Admins can review likely causes, evaluate proposed fixes, preview changes, and approve updates in one workflow, reducing the back-and-forth that slows troubleshooting. Teams can also usequality assurance to monitor service quality over time.
Stay in control before changes go live
Admin Copilot shows what will change and why before any update is applied. Admins can review recommendations, preview proposed changes, approve updates, and validate activity through audit logs, giving teams a safer way to optimize workflows without losing governance or control.
See how service teams grow faster with Zendesk
Service teams choose Zendeskhelp desk software to simplify operations, improve customer experiences, and scale support without adding unnecessary complexity. These customer stories show how teams use Zendesk to work more efficiently, adapt faster, and build service operations that can grow with their business.
Catapult
Catapult uses Zendesk AI to deliver fast, high-quality support for athletes and sports teams around the world. With intelligent triage and AI-powered workflows, the team reduced first reply time by 50 percent, cut full resolution time by 21 percent, and reached 97 percent CSAT—while freeing agents to focus on more complex customer issues.
Lush
Lush uses Zendesk AI to scale global support across email,live chat, text, and phone, while keeping customer care personal. With AI handling repetitive requests and surfacing context for agents, the team saves roughly 5 minutes per ticket and 360 agent hours each month. Lush also achieved a 369 percent ROI and $434,000 in annual cost savings after implementing Zendesk.
Esusu
Esusu consolidated three CX tools into Zendesk to create faster, more connected support experiences. With Zendesk AI and integrated workflows, the fintech team reduced first reply time by 64 percent and full resolution time by 34 percent across 10,000 monthly tickets. The team also uses AI to simplify agent workflows, surface trends, and scale support without adding significant headcount.
Frequently asked questions
Remove friction with Zendesk Admin Copilot
Zendesk Admin Copilot brings service optimization into the Admin Center. It surfaces what changed, recommends what to fix, and guides admins through safer updates with previews, approvals, and audit trails. See how the Zendesk Resolution Platform brings AI, knowledge, and service workflows together to improve customer outcomes while reducing admin toil and agent friction.
Candace Marshall
Vice President, Product Marketing, AI and Automation
Candace Marshall is a seasoned product marketing leader with a passion for solving complex problems and driving innovation in fast-paced environments. Her career began in operations and research, but her love for understanding customers and translating insights into impactful strategies led her to product marketing. Currently, Candace leads product marketing for Zendesk AI including AI agents and Copilot, driving growth across AI-powered solutions and the core service offerings. Her team delivers end-to-end product marketing strategies, from market validation and messaging to go-to-market execution and customer adoption. Before joining Zendesk, Candace spent nearly a decade at LinkedIn, where she built and led the product marketing team for the rapidly scaling Marketing Solutions division, overseeing key advertising products in the multi-billion-dollar business.
Related Zendesk Admin Copilot guides
Explore related resources on AI copilots, service operations management, workflow optimization, AI-powered administration, and strategies for improving customer and employee service outcomes.
Put Admin Copilot insights to work
Turn account trends and recommendations into safer workflow improvements with Zendesk Admin Copilot.