How are you using Admin Copilot?

Hey Emma,

We've been using Admin Copilot to better understand and optimize our helpdesk (Zendesk)  as we continue to scale student support and enhance student experience.

Here's how we're using it:

• Identifying cleanup opportunities such as unused macros, outdated configurations that may no longer add value.

• Getting recommendations on configuration improvements to keep our efficiency, in support processes.

One tip I'd share with fellow admins is to use Admin Copilot as a periodic health check rather than only when something breaks or for regular minute tasks. Running regular reviews helps uncover small optimization opportunities before they become larger maintenance challenges. 

For us at GITAM University, where we support thousands of students through a unified helpdesk, these insights help ensure our support operations remain efficient as our service continues to evolve.

Hope this is helpful.

We’re using Admin Copilot primarily to support ongoing instance maintenance and cleanup activities. It helps surface configuration areas that need review (such as unused fields, outdated automations, and trigger complexity), which makes it easier to identify optimization opportunities without manually auditing everything.

It’s also useful during change management cycles—especially when reviewing existing workflows before introducing new automations—so we can reduce redundancy and improve overall configuration hygiene.

For admins, the biggest value is visibility: it highlights areas that would typically require manual inspection across multiple admin sections, helping prioritize what to fix first rather than doing a full system audit each time.

Hey, 

I've found Admin Copilot to be especially helpful when reviewing our Zendesk setup before making changes. Instead of manually checking every setting, it points out areas that deserve attention, making the review process much faster.

One thing I like is that it helps identify configurations that may no longer be useful, which makes it easier to keep the instance organized over time. It's also a good reminder to revisit workflows that haven't been updated in a while.

My suggestion for other admins is to use it as part of your regular maintenance routine rather than waiting until you're troubleshooting an issue. Small, regular reviews can help keep your Zendesk environment clean and easier to manage.

Thanks

Good afternoon!

We haven't used it, but the explanations and content have helped us a lot to internally promote its use.

Thank you very much for the exchanges and meetings.

Sincerely,

Hint: use the Admin Copilot to generate the verbiage and format of your macros and articles and procedures. You can tell it how you want it to be readable to what target. Just be careful when saving as a draft- sometimes your work gets lost if it did not actually save unless you save as a new item and delete the old one.  

Today, I used the Admin Copilot to help me:

1. look through my support tickets
2. identify which default Topics are not relevant for my use cases (such as billing and orders)

It wasn’t able to deactivate them for me, but it provided a list of which ones for me to do!

I wish I could delete the system defaults instead of only deactivate, and I wish it could do them for me in bulk.

I’m a little late coming back to this thread, but thank you all for taking the time to share how you’re using Admin Copilot!

It’s really helpful for us at Zendesk to hear what’s working, where you’re finding value, and where you’d like to see it go further. I’m also hopeful that the examples and tips shared here are helpful to everyone else following along and exploring how they might use Admin Copilot in their own instance.

Please keep the feedback, ideas, and examples coming as you continue using it! 😊

For anyone interested in seeing more, our product experts will also be covering Admin Copilot during our next What’s New at Zendesk live event on August 19th! I’ll link the registration here for anyone who would like to join.

I’ve been using admin copilot to standardize the naming scheme of my triggers for readability, based on the actions and conditions the triggers contain. I specify the structure and Admin Copilot is able to update any trigger titles that don’t conform to the naming scheme.

We’ve mainly used Admin Copilot as a second set of eyes for the instance. It has been useful for spotting configuration areas that have been forgotten over time, especially things that tend to get left behind after workflows change.

I’d say I’m using Admin Copilot mainly to speed up routine admin work—finding information, handling common requests, and getting quick answers without having to dig through everything manually. It’s handy for saving a bit of time on the day-to-day stuff. And when I need a quick break, Moto X3M Pool Party is a fun one.