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Identifying “AI-eligible” tickets in Explore / Copilot reporting

  • April 14, 2026
  • 2 replies
  • 72 views
Raida

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:

  1. Is there a field, attribute, or dataset in Explore that identifies whether a ticket was eligible for Copilot suggestions?
  2. If not, what is the recommended way to approximate this population for reporting purposes?
  3. 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!

    2 replies

    Krishna Chaitanya Pattiri

    This is a great question. I'm also interested in understanding how to accurately identify the eligible ticket population for Agent Copilot reporting.

    Building a funnel such as Eligible → Suggestions surfaced → Suggestions accepted would provide much more meaningful insights into AI adoption and effectiveness. It would be helpful if Zendesk exposed an Explore attribute or metric that clearly identifies ticket eligibility for Copilot suggestions.

    Looking forward to hearing the community's recommendations and any best practices others have implemented.

    Pattiri Krishna Chaitanya | University Experience analyst | GITAM University
    Maddie Hoffman

    Hi Raida, I wonder if you’re looking for the metric AI Suggestion Tickets? It’s defined as, “The number of tickets with an AI suggestion shown at least once.” https://support.zendesk.com/hc/en-us/articles/6961660060186-Metrics-and-attributes-for-Zendesk-AI 

    To build your funnel, you could then use Suggestions, perhaps sliced by Suggestion type, and then layer in Acceptance rate. Let me know if that helps!

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