Copilot gives every Zendesk agent a personal AI assistant. Enabled by Fin, it surfaces AI-generated replies from across your support content and past tickets—speeding up responses and improving consistency without changing how your team works.

Navigate to Deploy > Copilot in your Fin workspace and connect to the Zendesk API with your Zendesk subdomain, email address, and API token.

Copilot can generate answers using information from the last 30 days of ticket history if you agree to sync ticket history.

You'll need to click Request installation link to install the Fin Copilot app in Zendesk. This will connect you to our Support team who will get you set up.

Copilot costs $35/month per teammate, so you must select which Zendesk agents you’d like to have access. You can give access to Copilot only, or also invite agents to your Fin workspace for those who need to manage Copilot’s training and performance.

Go to Settings > Teammates in your Fin workspace. In the Fin Copilot seat column, assign seats to teammates who need access.

Go to Settings > Teammates in your Fin workspace and click New teammate. Enter the teammate’s email address then select the Copilot Seat option.

You can choose to give teammates one of the following access levels to your Fin workspace:

Invited teammates will receive an email to join Fin and they can create a password and sign in.

They'll be given options of what they can log into, depending on the level of access they were granted.

Once a Copilot invite has been accepted, teammates can access the Fin Copilot app from their Zendesk inbox and pin it to the sidebar. They'll be asked to sign in to their Fin account to start using the app.

Now they can ask questions and Copilot will utilize the training it’s been given in your Fin workspace to provide answers.

Go to the Train > Content section in Fin and open the content source you want to enable for Copilot.

Select content items in bulk and click Change Fin Copilot state then click Enable for Fin Copilot.

From the Train > Content section, you can also select Zendesk ticket history and enable “Use historical tickets.” When this option is enabled, Copilot can use your Zendesk ticket history from the last 30 days to improve responses. You can also specify which agents’ tickets Copilot is allowed to use.

To preview Copilot, go to Train > Content in Fin. Select Fin Copilot using the dropdown on the interactive preview. This provides an accurate representation of Copilot’s training, so you can understand the way it will answer your agents in Zendesk.

You can also specify which sources you want Copilot to use when generating an answer.

To view Copilot reporting, go to Analyze > Custom Report in Fin.

If you haven't edited this report before, you’ll find a default section at the bottom called “Fin Copilot” which includes the following charts:

If you've edited your custom report, you'll need to add these charts in. To do this, hit Edit and then add a chart and use the "Report is" dropdown to select Copilot to add your own metrics or visualizations.