Every agent answers
like your best agent.
Every ticket gets read, tagged, and routed the moment it lands, and every agent gets a suggested reply and the right article inside Zendesk. Once your knowledge base is strong enough to trust, the routine tickets resolve with no human in the loop — and every ticket you can't answer yet becomes a signal for what to fix next, instead of dying in a queue. Nothing unlocks until your KB earns it.
Support Copilot reads and tags every ticket the moment it lands, surfaces a suggested reply and the right article inside the Zendesk agent workspace, resolves the routine ones on its own once your KB is ready, and clusters what it can't answer so your knowledge base keeps getting better. Categorize, assist, deflect, learn — in that order, and only as far as your KB earns.
Every ticket, sorted before a human sees it.
The moment a ticket lands, Support Copilot tags it and routes it to the right queue or team. Agents review the classification and confidence score, and can override it in one click when the AI gets it wrong.
The suggested reply, right inside Zendesk.
A panel embedded directly in the Zendesk agent workspace shows the AI-suggested reply, the relevant KB articles, and past-ticket context — all without the agent leaving the ticket. Accept it, edit it, or dismiss it.
Once your KB is ready, it answers on its own.
Configure rules for which ticket types are eligible for an automatic public reply. Support Copilot drafts and sends the response directly from KB content — for the tickets your knowledge base can actually support. Review deflection activity and outcomes any time.
It tells you what your knowledge base is missing.
Support Copilot clusters unmatched tickets to surface coverage gaps — the questions your KB can't answer yet — and can generate new draft articles straight from those ticket patterns.
Most AI support tools turn on every feature the day you install them, whether or not your knowledge base can support it. Support Copilot doesn't. Deflection and agent-panel suggestions stay off until your knowledge base clears a coverage threshold — so an org with a thin KB gets categorization and routing on day one, and earns its way into higher-risk automation as its knowledge base actually gets good enough to trust. No manual retraining required — the gate lifts on its own as ticket volume builds out proven KB coverage.
The foundation every other surface reads from. Import articles from Zendesk Guide or Confluence, generate new articles from ticket patterns, and manage the full lifecycle — publish, update, deprecate. Agents run internal Q&A searches against the KB directly (agent-facing only, never shown to customers); coverage-gap detection flags clusters of unmatched tickets.
Every ticket tagged and categorized the moment it arrives, then routed to the right queue or team automatically. Agents see classification confidence and can override — nothing is a black box.
A ZAF panel embedded in the agent workspace. Suggested replies from the KB, relevant articles, and past-ticket context without leaving Zendesk. Authenticates via ZAF token exchange — no separate login. Accept, edit, or dismiss any suggestion.
The most autonomous surface, most tightly gated. Configure rules for which ticket types trigger an automatic public reply; Support Copilot drafts and sends from KB content. Every deflection logged; activity and outcomes reviewable any time.
The control plane for org admins and CharlieIQ staff. Compliance profiles — CJIS, HIPAA, TCPA, GDPR, FHA — gate PII storage and audit behavior. Zendesk webhooks. Role ladder (Org Agent → Org KB Owner → Org Admin → Partner Admin → SC Staff). Org switcher for internal staff. Full audit trail of every system, user, webhook, and agent-panel action.
Every surface is scoped to what your knowledge base can actually back up — and everything an agent, an admin, or the system does is written down. No guessing from a thin KB, no new tab to babysit, no untraceable actions.
Connect Zendesk. Import your existing KB from Zendesk Guide or Confluence. Categorization and routing go live immediately — deflection and agent-panel suggestions unlock as your knowledge base proves it's ready.