7 Best Zendesk AI Copilot Apps for Agents in 2026: Complete Comparison Guide

If you're running a support team on Zendesk, you've probably noticed that AI copilot tools are everywhere right now. These agent assist apps promise to help your team write faster replies, handle translations, and cut down on repetitive work—all without the risk of letting AI talk directly to customers.

The problem? There are now so many options on the Zendesk Marketplace that figuring out which one actually fits your team feels like a full-time job. Pricing models vary wildly (per-agent, flat-rate, contact-us mystery pricing), features overlap but aren't identical, and half the marketing pages read the same.

So we did the research for you. This guide compares the seven most popular Zendesk AI Copilot tools available in 2025, including Zendesk's native Copilot and six marketplace alternatives. We'll break down real pricing, actual features, and who each tool is best suited for—so you can make a decision without scheduling twelve demo calls.

Read Time: 16 minutes

What Exactly is a Zendesk AI Copilot?

Before we dive into the comparison, let's clarify what we're talking about. AI Copilot tools (also called "agent assist" software) are designed to help your human agents work more efficiently. They're not chatbots that interact with customers directly—instead, they work alongside your agents inside Zendesk.

A typical AI Copilot will do some combination of the following: suggest draft replies based on ticket context, summarize long conversation threads, translate messages to and from different languages, recommend relevant knowledge base articles, and help agents maintain a consistent tone across all interactions.

The key benefit here is that AI Copilots are low-risk. Since a human agent reviews and sends every message, you don't need to worry about the AI saying something embarrassing to a customer. This makes them an excellent starting point for teams that want to experiment with AI without fully committing to automation.

How to Measure Whether an AI Copilot is Actually Working

Before you pick a tool, it helps to know what success looks like. Here are the metrics that actually matter:

Average Handling Time (AHT): This is where you'll see the most immediate impact. If agents can draft responses faster, AHT should drop. Most copilot tools claim 20-60% reduction in agent effort per ticket, though your mileage will vary based on ticket complexity.

Tickets Resolved Per Agent: If AHT goes down and quality stays consistent, agents should naturally handle more tickets in the same amount of time.

Time-to-Competency for New Hires: This is an underrated benefit. New agents can lean on AI suggestions while they're still learning your products and processes, which means faster ramp-up and less hand-holding from senior staff.

Customer Satisfaction (CSAT): If responses are faster and more accurate, CSAT should improve—though this one takes longer to show up in your data.

The biggest challenge with any copilot tool is adoption. If your agents don't actually use it, none of these benefits materialize. That's why ease of use and integration quality matter more than having the longest feature list.

The 7 Best Zendesk AI Copilot Tools Compared

Let's get into the specifics. We've evaluated each tool based on pricing transparency, core features, setup complexity, and who it's best suited for.

1. Macha AI Copilot — Best Overall Value

Website: getmacha.com
Marketplace: ChatGPT AI Copilot by Macha

Macha AI builds specialized AI apps exclusively for Zendesk—nothing else. Their Copilot is one of the highest-rated agent assist tools on the Zendesk Marketplace, and for good reason. It combines powerful features with transparent pricing and genuinely helpful support.

Key Features:

The core functionality covers everything you'd expect: AI-powered reply drafts, best-in-class translations in 80+ languages, ticket summaries with suggested next steps, and seamless integration with your Zendesk Help Center. But where Macha really stands out is in the details.

Multiple Agent Personas: Unlike most competitors, Macha lets you create different personas for different situations—so a technical support response doesn't sound the same as a billing inquiry. This level of customization is surprisingly rare.

Channel-Specific Formatting: You can configure how responses are formatted based on whether they're going out via email or chat. Email responses can be longer and more detailed, while chat replies stay concise. Most tools treat all channels identically.

Multiple Knowledge Sources: Connect your Zendesk Help Center, macros, Shopify store, Notion pages, and external websites. The AI pulls from all connected sources to generate relevant responses.

Voice Prompts (Coming Soon): Macha is launching the ability to dictate prompts to the AI using voice—similar to how you'd talk to ChatGPT. You speak your instructions, and the AI drafts the response. No extra cost, included in the app.

Live Video Support: This is a genuine differentiator. Macha offers live video onboarding and support calls to all customers, including those on trial. Most competitors cap this at enterprise tiers or don't offer it at all.

Pricing:

Who It's Best For: Teams that want a modern, feature-rich copilot with excellent support and flexible pricing. The combination of advanced customization, transparent pricing, and live video support makes it particularly good for teams that are serious about adoption.

The Bottom Line: Macha offers the best balance of features, price, and support quality. The multiple personas, channel-specific formatting, and upcoming voice prompts put it ahead of competitors at the same price point. If you're comparing tools at the $15/agent range, this is the benchmark.

2. Zendesk Native Copilot — Best for All-In-One Zendesk Shops

Website: Zendesk Copilot

Zendesk's own AI Copilot is built directly into the platform as an add-on to Suite plans. It's part of their broader "Resolution Platform" strategy, which means it's designed to work seamlessly with other Zendesk AI features like AI Agents and Intelligent Triage.

Key Features:

The native Copilot proactively suggests replies and actions based on your configured procedures. Agents can accept, edit, or dismiss suggestions. It's tightly integrated with the Agent Workspace, so everything feels native rather than bolted-on.

Procedure Automation: You can define business workflows in natural language, and Copilot will suggest actions based on those procedures. For example: "If customer requests refund and order was placed within 30 days, suggest processing refund."

Auto-Assist: When certain conditions are met, Copilot can automatically perform actions on the agent's behalf (with their approval). This goes beyond just suggesting text—it can actually click buttons and fill fields.

Limitations:

The current implementation has significant constraints. It's primarily designed for companies that have enabled Zendesk's intent prediction feature, which requires fitting into one of Zendesk's predefined industry categories. The Shopify integration for processing refunds and cancellations is impressive, but if you're not in e-commerce, you'll find the capabilities limited.

Another issue: Zendesk Copilot is trained separately from your existing content. If you've already set up Zendesk AI Agents or have a robust macro library, that knowledge doesn't automatically transfer to Copilot. You'll need to configure procedures from scratch.

Pricing:

Who It's Best For: Large teams already deep in the Zendesk ecosystem who want everything under one vendor, have budget for the premium pricing, and fit into Zendesk's supported industry categories. If you're planning to use multiple Zendesk AI features together, the native integration makes sense.

The Bottom Line: Powerful when it works, but expensive and limited in scope. At $50/agent/month on top of already-expensive Suite plans, you're paying a premium for native integration. Third-party alternatives offer more features at a fraction of the cost.

3. Stylo Assist — Market Leader with Longest Track Record

Website: askstylo.com

Stylo has been in the Zendesk AI Copilot space since 2020, which makes them one of the earliest entrants. They're consistently rated as one of the highest-rated apps on the Zendesk Marketplace with 93+ reviews and over 200 customers.

Key Features:

Stylo uses what they call a "Context Engine"—a combination of their proprietary NLP model and ChatGPT. This hybrid approach gives them more control over output quality compared to tools that just wrap the OpenAI API.

Zero Setup: Stylo works immediately after installation. It auto-integrates with your Zendesk Guide and starts generating suggestions without requiring any configuration or training.

Model Tuning: Depending on your plan, Stylo will fine-tune their model for your specific use case on a yearly, quarterly, or monthly basis. Professional plans get a dedicated ML engineer.

App Suite: Beyond the core Assist product, Stylo offers Sentiment (sentiment analysis and scoring), Voice AI (call scoring and summarization), and Scribe (help center article generation). If you want to expand over time, there's a natural upgrade path.

Pricing:

Who It's Best For: Teams that value a proven track record and don't mind less customization in exchange for simplicity. The zero-setup approach is genuinely helpful if you want to start seeing value immediately.

The Bottom Line: Stylo is the safe, established choice. They've been doing this longer than most competitors, and their market position reflects that. However, newer entrants like Macha offer more customization options (multiple personas, channel-specific formatting) at the same $15/agent price point. If you value track record over cutting-edge features, Stylo is solid.

4. SwiftCX AI Copilot — Enterprise-Focused with Opaque Pricing

Website: swiftcx.com
Marketplace: SwiftCX AI Copilot

SwiftCX (not to be confused with Swifteq) positions itself as a solution "built for support leaders, by support leaders." Their leadership team includes former Zendesk and Support.com executives, which gives them credibility in the enterprise space.

Key Features:

SwiftCX offers the standard copilot features: AI-generated replies, ticket summaries, and suggestions based on your knowledge base. They also pull from external sources like Notion and Google Docs, which is helpful if your documentation lives outside Zendesk.

AI Notes: Beyond just drafting responses, SwiftCX can generate wrap-up notes and after-call summaries. This is useful for teams that need to document interactions for compliance or internal tracking.

Multi-Platform: Unlike Zendesk-only solutions, SwiftCX also integrates with Front and Gorgias. If you're running multiple helpdesks or considering a platform switch, this flexibility might matter.

Limitations:

The biggest issue with SwiftCX is transparency—or lack thereof. Their website has no pricing information whatsoever. You have to schedule a demo to learn what it costs, which is a red flag for teams that want to quickly evaluate options.

Additionally, SwiftCX doesn't appear to offer any API integration or automation capabilities. It's purely suggestive—it can recommend actions, but it can't execute them. For e-commerce teams that want to automate refund processing, this is a significant limitation.

Pricing:

Who It's Best For: Enterprise teams with dedicated procurement processes who don't mind the sales cycle. If you're already talking to SwiftCX's team and like what you see in the demo, they're a credible option. Just don't expect self-serve evaluation.

The Bottom Line: SwiftCX has experienced leadership and solid core features, but the complete lack of pricing transparency makes it hard to recommend for teams that want to move quickly. If you're comparing copilots and need to justify costs internally, the "contact sales" pricing model creates unnecessary friction.

5. Pluno AI Copilot — Best for Jira-Heavy Teams

Website: pluno.ai
Marketplace: AI Copilot by Pluno

Pluno takes a different approach than most copilots by focusing heavily on cross-tool integration—particularly Jira. If your support team regularly escalates issues to engineering and tracks bugs across both platforms, Pluno has some genuinely unique capabilities.

Key Features:

Reasoning Transparency: Unlike most copilots that just give you a suggested reply, Pluno shows you why it's suggesting something. You can see the references it pulled from—help center articles, past tickets, Jira issues—which helps agents verify accuracy before sending.

Interactive Chat: Agents can actually have a conversation with the copilot inside the sidebar. If the initial suggestion isn't quite right, you can refine it through chat rather than manually editing. This is more natural than the typical "accept or reject" workflow.

Deep Jira Integration: This is Pluno's killer feature. It surfaces relevant Jira issues directly in the ticket sidebar, so agents know if there's an existing bug report before they start troubleshooting. When escalation is needed, it can create Jira issues with full context from the support conversation.

Free Escalation Copilot: Pluno offers a separate, free app specifically for managing escalations between Zendesk and Jira or Slack. Even if you don't pay for the full Answer Copilot, this alone might be worth installing.

Pricing:

Who It's Best For: SaaS companies and technical support teams that live in both Zendesk and Jira. If your biggest pain point is the disconnect between customer support and engineering, Pluno specifically addresses that gap.

The Bottom Line: Pluno is highly specialized. If you need Jira integration, they're probably the best option. If you don't use Jira, most of their differentiation doesn't apply to you. The reasoning transparency and interactive chat features are nice additions, but not enough to choose Pluno over competitors unless the Jira connection matters.

6. Wordwand AI — Best Budget Option

Website: wordwand.ai
Marketplace: ChatGPT Word WandAI

Wordwand AI takes a different approach: extremely transparent pricing at budget-friendly rates. If you just need basic AI text generation and don't want to pay $15/agent/month, Wordwand might be sufficient.

Key Features:

Wordwand offers the basics: expand short notes into full replies, change tone from casual to professional, translate messages, and generate responses based on your Help Center (on Professional+ plans). Setup takes under two minutes.

Flat-Rate Pricing: Unlike per-agent models, Wordwand charges a flat monthly fee regardless of team size. Their Growth plan at $24/month covers up to 5 agents. If you have a small team, this math works out favorably.

Limitations:

The budget pricing comes with real constraints. The $24 Growth plan limits you to 50 messages per day and doesn't include Help Center integration—that's only available on the $99/month Professional plan.

Wordwand is also purely text manipulation. It can't learn from past tickets, doesn't integrate with external tools, and can't execute any actions. It's a sophisticated text editor, not a true copilot.

Pricing:

Who It's Best For: Very small teams (under 5 agents) with simple needs and tight budgets. If you just want to expand bullet points into emails and occasionally translate messages, Wordwand does that cheaply.

The Bottom Line: Wordwand is the budget option—and it feels like it. The feature limitations, usage caps, and lack of advanced capabilities make it hard to recommend for teams that are serious about improving efficiency. However, if you're comparing $24/month vs. $75/month (5 agents × $15/agent), the math might make sense for testing the waters.

7. Easy Ticket AI — Basic and Affordable

Website: easyticket.ai
Marketplace: Easy Ticket AI

Easy Ticket AI is a newer entrant that offers standard copilot features at a mid-range price point. It claims to get up and running with AI training in about 10 minutes.

Key Features:

The feature set is fairly standard: AI-generated responses, relevant article and macro recommendations, ticket summarization, sentiment analysis, translation, and tone rewriting. Nothing that competitors don't also offer.

Fast Training: Easy Ticket AI emphasizes quick setup—about 10 minutes to train the AI on your data. If you've been burned by tools that take weeks to configure, this could be appealing.

Limitations:

The biggest concern with Easy Ticket AI is lack of information. Their website has minimal documentation, no customer testimonials, and we couldn't find reviews on G2 or Capterra. For a tool that's going to learn from your customer data, this opacity is concerning.

Pricing information has also been inconsistent across sources—we've seen $10, $20, and $25 cited in different places. The lack of a clear pricing page makes evaluation difficult.

Pricing:

Who It's Best For: Teams willing to take a chance on a newer tool that emphasizes quick setup. If the 10-minute training time proves accurate and the features work as described, it could be a reasonable mid-tier option.

The Bottom Line: Easy Ticket AI lacks the transparency and track record to recommend confidently. At $20/agent, you're paying more than Macha or Stylo ($15/agent) for a less proven product. Unless the fast setup time is critically important to you, established alternatives are safer choices.

Complete Pricing Comparison

Here's how all seven tools stack up on cost:

Note: Zendesk Native Copilot requires a Suite Professional or Enterprise subscription ($115-$169/agent/month), making the total cost $165-$219/agent/month.

Feature Comparison Matrix

Which Tool Should You Choose?

After analyzing all seven options, here are our recommendations based on different scenarios:

Best Overall Value: Macha AI Copilot
If you want the most features for your money, Macha offers multiple personas, channel-specific formatting, extensive knowledge source integration, and live video support—all at $15/agent. The upcoming voice prompts feature is an added bonus. This is the tool we'd recommend for most teams.

Best for Enterprise Zendesk Shops: Zendesk Native Copilot
If you're already spending heavily on Zendesk Suite Enterprise and want tight integration with other Zendesk AI features, the native Copilot makes sense. Just be prepared to pay $50/agent/month on top of your existing subscription.

Best for Jira Integration: Pluno AI
If your support team regularly escalates to engineering and tracks issues in Jira, Pluno's deep integration is genuinely useful. The free Escalation Copilot alone is worth trying.

Best for Tight Budgets: Wordwand AI
If you just need basic text expansion and translation for a small team, Wordwand's $24/month flat rate might work. Just understand the limitations—no Help Center integration on the cheap plan, and usage caps that might limit heavy users.

Best Track Record: Stylo Assist
If you value a proven vendor with 4+ years of experience and 200+ customers, Stylo is the safe choice. You'll get fewer customization options than Macha, but you're getting a product that's been refined over time.

Getting Started with AI Copilots

Whatever tool you choose, here are some tips for successful adoption:

Start with a pilot group: Don't roll out to your entire team at once. Pick 3-5 agents who are tech-friendly and let them test the tool for 2-4 weeks. Their feedback will help you refine the configuration before broader rollout.

Measure baseline metrics first: Document your current AHT, tickets per agent, and CSAT before enabling the copilot. Without baseline data, you won't be able to prove ROI later.

Invest in training: Even if the tool is "zero setup," your agents still need to understand how to use it effectively. Schedule a 30-minute training session and create a quick reference guide.

Review and iterate: Check in weekly for the first month. Are agents actually using the suggestions? What's working well? What's frustrating? Most tools let you customize tone, format, and knowledge sources—use that flexibility.

Get leadership buy-in: AI copilots only deliver ROI if agents use them consistently. Having leadership emphasize the value and recognize early adopters helps drive adoption.

Final Thoughts

AI Copilot tools represent one of the lowest-risk ways to bring AI into your customer support workflow. Since a human agent reviews every message before it goes out, you get the efficiency benefits of AI without the risk of embarrassing automation failures.

The market has matured significantly over the past few years, and there are now solid options at every price point. Whether you're looking for budget-friendly basics (Wordwand), enterprise integration (Zendesk Native), specialized workflows (Pluno), or the best balance of features and value (Macha AI), there's a tool that fits.

Our recommendation? Start with a 7-14 day trial of your top two choices. Most tools offer free trials without requiring a credit card, so there's no cost to testing. Let your agents actually use them on real tickets, gather feedback, and make your decision based on what works in your specific environment.

The best copilot is the one your team actually adopts.

About Macha AI

Macha AI builds purpose-built AI apps for Zendesk — including Copilot, Auto Reply, and Translations — designed to help agents work faster and smarter. And this is just the beginning. Many more apps are on the way. Learn more → getmacha.com

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