Your team closes 80 tickets a day. Twenty of them require real investigation. The other sixty are variations of questions they have answered before - password resets, billing explanations, feature how-tos. Each one still takes three to five minutes to write up properly. That is three to five hours a day spent composing answers that already exist somewhere in your documentation.

Add Outlearn to Zendesk as a Copilot and those sixty tickets go from three minutes each to thirty seconds. The draft is already there when your agents open the ticket. They review, refine if needed, and send. The twenty tickets that need real thinking get more time. The sixty that do not stop taking as much of it.

In this article, you'll learn:

• What the Zendesk Copilot does
• How to add Outlearn to Zendesk from the Deploy tab
• What your agents will see inside Zendesk

What the Zendesk Copilot Does

The Copilot is an AI assistant that works alongside your human agents inside Zendesk - it doesn't replace them, it speeds them up.

For every ticket your team receives:

• Your agent reads the full conversation context
• It drafts a suggested reply based on your knowledge sources and instructions
• Your Zendesk agent sees the draft, reviews it, edits if needed, and sends it with one click

Your agents stay in control. The AI does the first draft - they do the judgment.

How to Add Outlearn to Zendesk

1. Go to the Deploy tab.
2. Scroll to the Helpdesk Copilot section.
3. Find the Zendesk card and click Add to Zendesk.
4. Log in to your Zendesk account when prompted and authorize Outlearn.
5. Follow the on-screen steps to complete the installation.

What Your Agents Will See

Once installed, your agents will see AI-drafted replies appear inside Zendesk for each conversation. The exact experience depends on your Copilot configuration.

The Copilot behavior - including whether drafts appear as direct replies or internal notes, which admin they appear as, and assignment rules - is configured in the Handoffs tab. See Connecting Zendesk Sunshine (Handoff + Copilot) for configuration details.

Best Practices

• Before rolling out to your full team, test with one agent first - have them review AI drafts for a few days and give feedback on quality.
• Make sure your knowledge sources are comprehensive and up to date - the quality of Copilot drafts depends directly on the quality of your sources.
• Use Leave Note Instead of Replying in the Copilot configuration when first getting started - it keeps drafts internal until your team is confident in the quality.