While the new feedback function in Copilot auto assist is probably a good feedback solution for Zendesk itself, it creates a lot of confusion for our agents instead of benefit.
This function makes it appear as though the feedback submitted by agents is visible to admins, allowing them to improve Auto Assist configurations such as communication guidelines, instructions, and procedures. However, as far as I know (or could find), this feedback is shared only with Zendesk and therefore cannot be used by admins.
Current workaround:
Since we implemented the Auto Assist feature, we’ve built a ticket app for agents to submit feedback. It captures the ticket ID, includes a free text field and a screenshot function, and upon submission, the feedback is pushed to a separate Google Sheet for admins to review. This has proven far more useful for us to improve the Auto Assist settings on our side.
Suggestion:
While I understand that Zendesk would also like to receive feedback to improve Auto Assist at its core, it would be great if this official feedback were visible in the Admin Center or added to Zendesk Explore for proper reporting. Until this becomes possible, we are not promoting this feature to our agents to avoid having them provide feedback in two separate places. For now, we feel that collecting feedback internally is more important for improving our procedures, instructions, and communication guidelines.
