Suggest first replies in Zendesk Copilot: what does this AI read, and can you turn it off?
Checked on October 28, 2026 by verification chain vchain-1
Whether it is on by default is not yet verified; it can be turned off.
The facts, edition by edition
| All editions | |
|---|---|
| What the AI does | Reply “Turning on suggested first replies” “Suggest first replies: Turning on suggested first replies” “Suggested first replies use generative AI to suggest a first response for agents in tickets based on existing macros and help center articles.” “Suggested first replies use generative AI to suggest a first response for agents in tickets based on existing macros and help center articles.” [2] dated copy |
| Model | Not yet verified |
| What it reads | Tickets, Documents “Suggested first replies use generative AI to suggest a first response for agents in tickets based on existing macros and help center articles.” [1] dated copy |
| Where the data goes | Not yet verified |
| Trains on your data | No “These features leverage large language models (LLMs) developed by third-party vendors, which are not trained on Zendesk data.” [4] dated copy |
| On by default | Not yet verified |
| Can be turned off | Yes “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” “Copilot AI features are grouped in a centralized AI hub and identified to admins, who have the ability to turn off any feature at their discretion.” “For example, Copilot AI features are grouped in a centralized AI hub and identified to admins, who have the ability to turn off any feature at their discretion.” [3] dated copy |
| Billing | Not yet verified |
| Feature type | Not yet verified |
| Frameworks the catalog links to it | Not yet verified |
All editions
- What the AI does
- Reply “Turning on suggested first replies” “Suggest first replies: Turning on suggested first replies” “Suggested first replies use generative AI to suggest a first response for agents in tickets based on existing macros and help center articles.” “Suggested first replies use generative AI to suggest a first response for agents in tickets based on existing macros and help center articles.” [2] dated copy
- Model
- Not yet verified
- What it reads
- Tickets, Documents “Suggested first replies use generative AI to suggest a first response for agents in tickets based on existing macros and help center articles.” [1] dated copy
- Where the data goes
- Not yet verified
- Trains on your data
- No “These features leverage large language models (LLMs) developed by third-party vendors, which are not trained on Zendesk data.” [4] dated copy
- On by default
- Not yet verified
- Can be turned off
- Yes “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” “Copilot AI features are grouped in a centralized AI hub and identified to admins, who have the ability to turn off any feature at their discretion.” “For example, Copilot AI features are grouped in a centralized AI hub and identified to admins, who have the ability to turn off any feature at their discretion.” [3] dated copy
- Billing
- Not yet verified
- Feature type
- Not yet verified
- Frameworks the catalog links to it
- Not yet verified
To turn it off
- All editions: Yes “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” “Copilot AI features are grouped in a centralized AI hub and identified to admins, who have the ability to turn off any feature at their discretion.” “For example, Copilot AI features are grouped in a centralized AI hub and identified to admins, who have the ability to turn off any feature at their discretion.” [3] dated copy
Frameworks the catalog links to it
Linked frameworks will appear once the reference set is published.
- All editions: Not yet verified
Sources
- Zendesk Pricing Plans, Zendesk, October 28, 2026
- Turning Zendesk AI features on or off, Zendesk, October 28, 2026
- About agent copilot, Zendesk, October 28, 2026
- Generative AI at Zendesk, Zendesk, October 28, 2026
- AI Trust at Zendesk, Zendesk, October 28, 2026
Change log
No change since first publication.
This fact sheet says nothing about your setup: the free readout, in French for now, reads it in your tools.