Auto Assist in 'Edit' mode - manual updates to the suggested reply are lost if customer updates ticket at the same time | The place for Zendesk users to come together and share
Skip to main content
S
Stuart12
Newcomer
July 30, 2025
Accepted

Auto Assist in 'Edit' mode - manual updates to the suggested reply are lost if customer updates ticket at the same time

Related products:AI
  • July 30, 2025
  • 4 replies
  • 40 views

The ask:

 

Auto Assist: When we choose to ‘edit’ an Auto Assist suggestion to tweak it, then while we are in ‘Edit’ mode' if a customer updates the ticket simultaneously, the content we edited will be lost. We can't save the edited content.  

 

So, if an agent adds major (relatively time consuming) things to the suggestion, then  as soon as the customer update is added to the ticket, suddenly ,the edited content vanishes, and it reverts to the original content that was suggested initially.

 

The above is a big pain if the customers update was insignificant (eg. correcting a typo) and if the agent has spent a lot of time editing the suggested answer.  

 

Further background information:

 

We see this as a bug which needs to be fixed.  However, In our ticket 13679816, Zendesk support say that this is working as designed.  They say that Auto Assist is designed to generate a new suggestion in the composer each time an end user sends a new message. This resets the suggestion area with a newly generated reply based on the most recent customer context, as outlined in the product documentation: Auto assist provides a new suggestion after every customer response.This means that if an agent is actively editing a previous suggestion and the end user replies again before the edit is saved or approved, the in-progress edits will be lost as the suggestion is replaced by the new one. We apologize for any inconvenience about this.

Regarding feedback and plans for changing this, Zendesk acknowledge that this can be really frustrating to users especially when agents are in the middle of editing and their edits are overwritten by a new suggestion. However, as of the latest available information, there are no details yet on their roadmap regarding a planned change to this workflow. Any related improvements, such as support for retaining or recovering in-progress edits, or alerting agents before regenerating, have not been formally announced yet.

 

They advised me to raise this Community Post to request that this functionality be improved. 

      4 replies

      W
      Web13
      July 31, 2025

      We're encountering the same issue. Could you please address this design flaw? It currently renders the functionality unusable for our use case. Thank you.

      Emily Reidy
      Emily ReidyProduct Manager
      Product Manager
      August 1, 2025
      Hey Stuart and Pascal,
       
      Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
       
      P
      Pedro CerqueiraProduct Manager
      Product Manager
      October 1, 2025
      Hi!
       
      Thank you for taking the time to provide us with this feedback! 
       
      This is a great feature request and it's already in our backlog for future consideration (not in the roadmap yet). This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
       
       
      Thank you again for your feedback and for being a valuable customer with Zendesk.
       
      Pedro Cerqueira
      Senior Product Manager - Zendesk Copilot
      K
      Karolina12
      June 10, 2026

      We ran into the same issue with CCs specifically — when an agent disables Auto Assist to add a CC then re-enables it and approves the suggestion, the CC is dropped from the reply. Zendesk confirmed this is also working as designed, for the same reason: Auto Assist replaces the standard composer and doesn't carry over CC fields.

      The workaround is to add the CC and submit the ticket without a reply first, then use Auto Assist for the reply. It works but it's an extra step agents have to remember every time.

      Adding our use case here to support the case for improving this — would be great to at least see CC fields retained when Auto Assist is in use.

      Terms & ConditionsAccessibility statement