Hi Zendesk team,
I’m currently building reporting around our use of Agent Copilot (Auto Assist), and I’m trying to better understand how to accurately define and extract “eligible tickets” for AI suggestions.
Specifically, I’m looking to identify:
The set of tickets where Copilot could have generated a suggestion, regardless of whether a suggestion was actually surfaced or accepted.
I’ve reviewed the available dashboards and metrics, including:
- “Enriched tickets” in Intelligent Triage
- Auto Assist usage metrics (auto assist vs non-auto assist tickets)
However, I’m not sure if either of these directly represents the population of tickets where AI suggestions were eligible to appear.
My questions are:
- Is there a field, attribute, or dataset in Explore that identifies whether a ticket was eligible for Copilot suggestions?
- If not, what is the recommended way to approximate this population for reporting purposes?
- Is “enriched tickets” the closest proxy, or is there a more accurate method?
My goal is to build a funnel like:
Eligible → Suggestions surfaced → Suggestions accepted
Any guidance on best practices or available fields would be really helpful.
Thanks so much for your help!