BETA - This feature is currently in active development and is subject to change.
Contexts
The AI side panel automatically provides context-aware assistance based on the page you’re viewing in your .Tickets
Tickets
Get AI assistance when working on to analyze conversations, draft responses, and find relevant information.Summarize
- Analyze the entire ticket conversation to identify key discussion points
- Highlight important decisions and action items
- Generate clear, concise summaries of ticket history
- Get AI-generated response suggestions based on ticket content and context
- Review and customize drafts before sending
- Save time on routine replies
- Ask follow-up questions about the ticket
- Request clarifications or additional information
- Get answers from your in the context of the current ticket
Learn more about tickets and ticket roles
Knowledge
Knowledge
Chat with your to find answers and identify documentation gaps.Chat with knowledge base
- Ask questions about your knowledge base articles
- Get accurate answers pulled from your documentation
- Quickly find relevant information without manual searching
- Discover areas where documentation may be missing or incomplete
- Identify questions that Copilot struggles to answer
- Prioritize documentation updates based on actual needs
- Store sensitive information accessible only to your
- Document internal processes, troubleshooting steps, and best practices
- Centralize critical information for faster problem-solving
- Preserve organizational memory across team changes
When work on tickets, they can ask Copilot about next steps in processes, whether tickets meet specific criteria, and how similar past tickets were resolved.
Learn more about knowledge base setup
Workflows
Workflows
Get AI assistance for building and troubleshooting .Build a workflow
- Describe what you want to automate
- Copilot generates a workflow based on your requirements
- Customize the generated workflow as needed
- Get help identifying issues when workflows fail
- Copilot has full context of workflow runs
- Understand errors and apply fixes quickly
Learn more about building workflows
What Copilot can do
Ask Copilot to find information, manage tickets, and look up users or channels.Find and manage tickets
Find and manage tickets
Search for , view details, and make updates through conversational commands.Search and filterView ticket detailsCreate and update
- Find tickets by priority, status, assignee, or requester
- Search recent tickets or tickets in specific channels
- Filter by date ranges and custom criteria
- Get complete ticket information by ID or number
- Read conversation history and messages
- Check ticket status, priority, and assignments
- Create tickets with title, description, and priority
- Update ticket properties like priority, status, and assignments
- Assign tickets to team members
Look up users and channels
Look up users and channels
Find information about users and channels in your workspace.UsersChannels
- Search for users by name
- Get user contact information
- Look up user IDs for ticket assignments
- List available channels
- Get channel details and prefixes
- Understand channel organization
Build and manage workflows
Build and manage workflows
Create, edit, and troubleshoot through conversational commands.Create workflowsEdit and organizeMonitor and troubleshoot
- Describe the automation you want and Copilot generates the workflow
- Add steps to existing workflows
- Configure workflow triggers and actions
- Update workflow settings and step configurations
- Move workflows between collections
- Edit trigger filters and step inputs
- Set conditions on steps for conditional execution
- View workflow run history and status
- Investigate failed workflow runs with full context
- Understand errors and apply fixes
Learn more about workflows and workflow collections
Manage AI agents and rules
Manage AI agents and rules
Create, configure, and manage and their rules through conversational commands.Create and configure agentsManage agent rulesUpdate agent personalities
- Create new agents with custom prompts and behavior settings
- Update agent configurations, Slack behavior, and response elements
- Enable or disable agents
- Associate agents with queues and knowledge bases
- Create rules that define specific agent behaviors
- Attach rules to agents to activate them
- Detach rules from agents
- View all rules in the workspace or rules for a specific agent
- Set custom prompts for agent behavior
- Configure escalation instructions
- Adjust tone, response length, and emoji usage
Learn more about AI agents and agent rules
Copilot Notes
Save context-specific notes within Copilot to preserve important information and reminders organized by category.Creating and managing notes
Notes are workspace and user-specific, allowing you to maintain personal context that persists across sessions. Key features:- Create notes organized by category for easy retrieval
- Notes are private to you within your
- Filter notes by category to find relevant information quickly
- Delete notes when they’re no longer needed
- Store reminders about ongoing investigations
- Document temporary workarounds or solutions
- Track context between ticket work sessions
- Maintain personal troubleshooting checklists
Session history
Access and manage your past conversations with Copilot through the session history feature.Viewing session history
Open session history
Click the history icon in the Copilot panel header to open the session history sidebar. Your past conversations are automatically organized by date.
Managing conversations
Date grouping
Date grouping
Conversations are automatically organized by recency to help you find recent interactions quickly.
- Today: Conversations from the current day
- Yesterday: Conversations from the previous day
- Last 7 days: Conversations from the past week
- Last 30 days: Conversations from the past month
- Older: Conversations older than 30 days
Rename conversations
Rename conversations
Update conversation titles to make them easier to identify.