Support teams today juggle higher ticket volumes, more languages, and increasing customer expectations.
What slows them down is rarely the complexity of issues, it’s the time spent reading long conversations, rewriting messages, searching for the right help article, or switching to external translation tools.
Over time, these micro-tasks create unnecessary friction and reduce efficiency.
Agent Co-writer was created to remove these bottlenecks.
It is Swifteq’s new Zendesk Copilot that helps agents write polished replies instantly, understand conversations faster, and support customers in any language directly inside Zendesk.
A Smarter Way to Work Inside Zendesk
Agent Co-writer integrates seamlessly into the Zendesk Agent Workspace.
When an agent opens a ticket, the app immediately provides two essential elements: a clear summary of the entire conversation and an automatic language detection of the customer message.
This happens before the agent even starts typing, giving them full context right away.
From there, the agent can write a short draft and let the AI turn it into a complete, well-structured reply that follows the company’s tone and guidelines.
They can also translate messages instantly, insert Help Center articles, and adjust the response using predefined or custom instructions created by team leaders.
Agent Co-writer Writes Professional Replies in Seconds
The core of Agent Co-writer is its AI reply generation.
Agents no longer need to craft every message from scratch. They can enter a simple draft, even a single sentence, and the AI expands it into a complete, empathetic, and brand-consistent reply.
The app ensures the message follows your tone, reflects your terminology, and includes references to any Help Center article the agent chooses.
For example, an agent writes a short draft, selects a relevant help article, clicks “Adjust,” and the app instantly produces a full, polished response that’s ready to send.
Understand Tickets Instantly with Auto-Summaries
Every time a ticket is opened, Agent Co-writer displays a concise summary of the conversation so far.
This includes the main issue, relevant facts, sentiment indicators, and whether the customer’s concern has already been addressed.
The summary updates automatically whenever new messages appear. This is especially valuable during shift changes, escalations, or when agents need to take over a ticket mid-conversation.
Instead of scrolling through long threads, they see everything they need in a single glance.
Agent Co-writer Enables Your Agents to Communicate Confidently in Any Language
Agent Co-writer automatically detects the language of the customer’s message and shows the translation in the agent’s primary language.
Agents respond in their own language, and the app translates their reply back to the customer with a single click.
Here’s a real world scenario: a French customer writes in French, the message appears to the agent in English, the agent replies in English, and the app translates the final message back to French while saving the original English reply as an internal note.
This gives the team full clarity and traceability.
To ensure accuracy, admins can maintain a custom glossary that preserves product names, technical phrases, and brand expressions across every language.
Translations can also be fine-tuned in terms of tone, formality, and vocabulary choices.
Use Your Help Center Without Leaving the Ticket
Documentation often holds the answer, yet it traditionally requires agents to open multiple tabs and search manually.
With Agent Co-writer, your Help Center is fully integrated into Zendesk’s reply composer. Agents can search for an article, attach it to the message, or allow the AI to reference it automatically when generating a reply.
This ensures every message is accurate, aligned with official resources, and consistent across the team.
Custom Writing Rules and Prompts for Full Consistency
Every company has a specific communication style.
With Agent Co-writer, admins can define tone, phrasing preferences, and brand-specific guidelines that the AI must respect when generating replies.
This guarantees consistent messaging even if several agents work on the same ticket or when new employees join the team.
Team leaders can also create custom prompts, for example, to rewrite messages professionally, improve clarity, or adjust empathy.
These prompts help agents maintain a uniform writing style and avoid repetitive manual edits.
Major Benefits of Agent Co-Writer
Faster Response Times
Agents spend less time composing messages and more time resolving issues. Even complex replies are generated in seconds, reducing overall ticket handling time.
Consistent, On-Brand Communication
Every AI-generated message follows your approved tone, terminology, and writing guidelines.
This ensures that customers receive uniform communication, regardless of which agent handles the ticket.
Effortless Multilingual Conversations
The app automatically translates incoming and outgoing messages, enabling your team to support customers in multiple languages without bilingual hiring or external translation tools.
Stronger Agent Productivity and Less Burnout
With writing and translation handled automatically, agents can focus on decision-making and problem-solving. This significantly reduces cognitive load during long shifts.
Faster Onboarding for New Agents
New team members learn your communication style more quickly. The app’s writing rules, summaries, and integrated knowledge base help them adapt without long training periods.
Higher Accuracy Across All Channels
Integrated Help Center content ensures agents provide correct, up-to-date information. Glossaries and translation prompts maintain accuracy across multiple languages.
Better Internal Handoffs
Auto-summaries give agents a full and accurate overview of a ticket at a glance, making transitions between shifts smoother and reducing misunderstandings.
Flexible Plans and Full Control
Agent Co-writer includes a free plan that offers 100 AI replies and 100 translations per month.
For unlimited use, teams can upgrade for €9 per agent per month. Admins may also enable the app only for selected groups or individual agents, keeping full visibility and control over usage and cost.
Start Using Agent Co-writer Today
Agent Co-writer is available now on the Zendesk Marketplace. You can install the app, try it with your team, and experience how much time it saves, without entering a credit card.
Support teams are already using it to deliver faster replies, communicate more clearly, and offer high-quality multilingual support.
👉 Install Agent Co-writer in Zendesk.
Or 👉 Ask for a quick demo.
Written by Sorin Alupoaie
Sorin Alupoaie is the founder of Swifteq, an experienced software technologist and entrepreneur, he loves shipping products that solve painful customer problems. Sorin strongly believes that any Customer Service interaction represents a huge opportunity for a business to listen and improve how they deliver value to customers.
