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Has Copilot ever suggested something that made you rethink how you'd normally handle a situation?

  • May 5, 2026
  • 4 replies
  • 35 views
Sheyla

Road to Relate is a 10 day challenge running through May 8. Answer daily questions for a chance to win a free or discounted ticket to Zendesk Relate 2026. Official announcement here.

Copilot is designed to assist agents in the moment. But occasionally it suggests something that makes you pause — not because it's wrong, but because it's better than what you had in mind.

Today’s question:

Has Copilot ever suggested something that made you stop and rethink how you'd normally handle a situation?


Check back tomorrow for today's winner and the next chance to win!

 

    4 replies

    Brandon Tidd
    • Brandon Tidd
    • User Group Leader
    • May 5, 2026

    By leveraging “rewrite in my tone,” i can often save time on ticket by writing the ‘cliff notes’ version of my reply, finding that Copilot can generally do a better job at responding to the customer than I would have.  And with suggested first replies on, it’s a game changer.

    Brandon Tidd, Zendesk Guru
      D

      By summarizing the ticket, it has allowed me to save time going through and reading the team’s thread. I can step in if I need to faster. 

        Fernando Duarte

        Yes. It has made me pause before responding too quickly.

        The biggest value is not always when Copilot gives the perfect answer. The value is when it surfaces context I missed, suggests a different angle, or helps reframe the issue.

        It makes me ask:

        “Am I solving the customer’s actual problem, or just answering the ticket?”

        That is where Copilot becomes useful. Not as a replacement for judgment, but as a second set of eyes before I respond.

        Fernando Duarte Support - Operations Leader | Zendesk Administrator Certified | AI & Support Ops | CXperiences.com
          Sheyla
          • SheylaCommunity Manager
          • Author
          • Community Manager
          • May 6, 2026

          Day 7 winners are in - and as we get closer to Relate, the more winners there'll be! 🎟️ Congratulations​@damianv2420 and ​@Fernando Duarte  — check your DMs for next steps.

          Ready for Day 8? Today's question is live: 

           

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