Suggested macros in Zendesk Suite: 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	Two vendor statements Reply “Suggested macro badges and confidence levels enhance existing suggested macro functionality.” [4] Act “Macros that apply to the ticket you are currently working on based off of historical ticket data of macros applied to similar tickets in the past.” [1] dated copy
Model	Not yet verified
What it reads	Tickets “Macros that apply to the ticket you are currently working on based off of historical ticket data of macros applied to similar tickets in the past.” [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.” [5] dated copy
On by default	Not yet verified
Can be turned off	Yes “Turning suggested macros on or off” “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” [3] dated copy
Billing	Included in the license “Zendesk offers a set of tools in the Suite, free of charge, as well as a robust set of tools in the Copilot add-on, available for purchase.” “Zendesk offers a set of tools in the Suite, free of charge” “The Zendesk Suite includes a basic set of AI tools at no additional cost” [2] dated copy
Feature type	Not yet verified
Frameworks the catalog links to it	Not yet verified

What the AI does: Two vendor statements
Reply “Suggested macro badges and confidence levels enhance existing suggested macro functionality.” [4]
Act “Macros that apply to the ticket you are currently working on based off of historical ticket data of macros applied to similar tickets in the past.” [1]
dated copy
Model: Not yet verified
What it reads: Tickets “Macros that apply to the ticket you are currently working on based off of historical ticket data of macros applied to similar tickets in the past.” [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.” [5] dated copy
On by default: Not yet verified
Can be turned off: Yes “Turning suggested macros on or off” “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” [3] dated copy
Billing: Included in the license “Zendesk offers a set of tools in the Suite, free of charge, as well as a robust set of tools in the Copilot add-on, available for purchase.” “Zendesk offers a set of tools in the Suite, free of charge” “The Zendesk Suite includes a basic set of AI tools at no additional cost” [2] dated copy
Feature type: Not yet verified
Frameworks the catalog links to it: Not yet verified

All editions: Yes “Turning suggested macros on or off” “Admins enjoy consolidated, thoughtful feature configuration that lets them control which features are available and to whom.” [3] dated copy

Linked frameworks will appear once the reference set is published.

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.