Zendesk Copilot’s Enhance Writing feature helps agents quickly improve responses and help center content. It rewrites text for clarity, tone, and conciseness while keeping the original meaning intact.
Where Enhance Writing Can Be Used – Agents can use Enhance Writing in:
- Public replies to customers
- Internal notes
- Help Center articles (drafting or editing)
Enhance Writing Options (What Each One Does)
- Expand: Rephrases the content of an agent comment or selected help center content with additional language.
- Simplify: Rephrases the content of your comment to be more concise.
- Make more friendly: Changes the tone of an agent comment or selected help center content so that it sounds more conversational.
- Make more formal: Changes the tone of an agent comment or selected help center content so that it sounds more professional.
- Write a custom prompt: Changes your comment based on the custom instructions you enter that enhance or adjust the text.
- Simplify (help center only): Changes the selected content of a help center article to be clearer and more concise.
- Summary (help center only): Displays a concise description of a help center article’s content.
How to Use Enhance Writing (Step-by-Step)
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Type your response or article content and Click the Enhance Writing () icon to view available options.
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Select an option (Expand, Simplify, etc.)
3. Review the suggested response.
4. Click Submit to update the ticket with the updated reply.
For more information, see Enhancing ticket comments using generative AI and Using generative AI to expand and enhance help center content.
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