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.
Key benefits / use cases
AI-powered teammate support directly within Zendesk.
Faster response times with answers powered by Fin’s training.
Flexible teammate permissions to control who can use or manage Copilot.
Simple reporting tools to track Copilot usage and impact.
How to deploy Copilot
1. Connect to the Zendesk API
Navigate to Deploy > Copilot in your Fin workspace and connect to the Zendesk API with your Zendesk subdomain, email address, and API token.
This is the same API connection used by Fin for other Zendesk channels, so you might already have it connected.
2. Install the Fin Copilot app in Zendesk
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.
Note:
When installing the app, you'll need to enter your "Fin Workspace ID" this can be found in Settings > General in the App ID field (e.g.
xxyw1g2x).Once installed, you can manage the Fin Copilot installation settings from Apps and integrations in Zendesk.
3. Assign Copilot seats
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.
Assign Copilot to existing teammates
Go to Settings > Teammates in your Fin workspace. In the Fin Copilot seat column, assign seats to teammates who need access.
Enable Copilot for new teammates
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:
Full Access: Manage training, deployments, and all Fin settings.
View Only: View training, test Copilot, and access reports.
No Access: Use Copilot in Zendesk only, without access 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.
Teammates who were only invited to use Copilot with "No Access" to your Fin workspace, will be directed to Zendesk.
Teammates who were given "Full Access" or "View Only" permission to your Fin workspace will see an option to log into Fin and an option to log into Zendesk and use Copilot.
6. Use Copilot in Zendesk
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.
Note: Fin Copilot currently doesn't apply any Guidance you've trained Fin Agent with.
Train Copilot
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.
Enable ticket history from specific agents
From the Train > Content section, you can also select Zendesk ticket history and enable the toggle to sync history.
Choose to Sync all or Sync a selection and then filter conversation history based on attributes.
Your ticket history can then enabled for Copilot too. When helping your agents answer questions, Copilot will look through your teams’ conversation history from the last 120 days to find previous answers. This can be limited to specific teammate conversations (e.g. your more tenured support agents).
Note: Personal information in tickets will be redacted from answers wherever possible. However, we recommend answers should always be reviewed by agents prior to sharing.
Preview Copilot
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.
Copilot reporting
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:
Copilot questions
Conversations using Copilot
Percentage of conversations with a copied Copilot answer
Teammates using Copilot
Teammate overview
Copilot content performance
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.
FAQs
How much does Copilot cost?
How much does Copilot cost?
Copilot seats cost $35/month per teammate.
Can I control which content Copilot uses?
Can I control which content Copilot uses?
Yes. Use the Fin Copilot state toggle in Fin’s Content section to control access to sources. You can also limit which teammate tickets are used.
What data does Copilot use to answer questions?
What data does Copilot use to answer questions?
Copilot uses the sources you've enabled in your Fin workspace to answer questions.
Can I test Copilot’s answers?
Can I test Copilot’s answers?
Yes. In the Fin Content section use the preview to test how Copilot will respond to teammates.
How quickly will Copilot ingest new Zendesk tickets?
How quickly will Copilot ingest new Zendesk tickets?
The last 120 days of Zendesk tickets are ingested initially and then subsequent tickets are ingested on a daily basis if the "Copilot can use conversation history" option is enabled:
To ensure efficiency and scalability, advanced algorithms are used to process a select subset of tickets. This approach maintains optimal performance while handling a large volume of data.
Are ticket notes included in historical tickets used by Copilot?
Are ticket notes included in historical tickets used by Copilot?
Yes, notes within a ticket history are also used by Copilot.
Can Copilot ingest multiple support content sources simultaneously?
Can Copilot ingest multiple support content sources simultaneously?
Yes, Copilot can ingest content from multiple content sources at the same time.
Can Copilot access Zendesk Macros?
Can Copilot access Zendesk Macros?
No, currently Copilot can't access macros in Zendesk and these won't be included in answer sources.
How does Copilot handle multimedia (images/video)?
How does Copilot handle multimedia (images/video)?
All multimedia is currently not used/visible to Copilot.
Does Copilot use the Sunshine API?
Does Copilot use the Sunshine API?
No, the Fin Copilot app for Zendesk does not use the Sunshine API. It runs as a Zendesk Support sidebar app and connects through the standard Zendesk Support API, while being framed via Fin Copilot endpoint.
This means the Copilot integration does not count towards Zendesk’s Sunshine API or MAU limits.
Why is Copilot translating my messages into another language?
Why is Copilot translating my messages into another language?
If Copilot translates your message into a different language than expected, this is due to how Zendesk provides language data to Fin Copilot.
In Zendesk, Copilot uses the ticket requester's locale (the end user's language setting) to determine the language for AI-generated responses.
For example, if the requester’s locale is set to Dutch (nl), Copilot will assume replies should be written in Dutch, even if the agent is typing in English or the conversation is conducted in English.
How to prevent this
Check the ticket requester's locale in Zendesk. If it’s not the intended language, update it to match your preferred language for that ticket.
If your workspace prefers Copilot to always generate replies in your workspace’s default language, we can enable a feature which disables automatic translation based on the requester’s locale → Contact our support team to request this change.
This behavior only affects the Zendesk integration.
Can Copilot use data connectors I've set up on my Fin workspace?
Can Copilot use data connectors I've set up on my Fin workspace?
No, Data connectors are specifically designed as a feature for Fin Al Agent, allowing it to handle complex customer queries by connecting to external systems and generating personalized answers or taking actions. They can't be used by Copilot to access data.