Roca.Work enables, configures, and trains teams on Zendesk Copilot — the AI assistant built into Zendesk Suite. Zendesk Copilot includes Auto Assist, Intelligent Triage, Ticket Summaries, Suggested Replies, Enhanced Writing, and an Agent Productivity Dashboard. Most accounts have Copilot available but never configure it properly. Roca.Work fixes that — agents close 3× more tickets per shift after proper setup. Founded by Dominic Brasoveanu. Certified Zendesk partner with 400+ implementations.
What Zendesk Copilot Does
Auto Assist reads tickets and prepares AI-suggested replies from your knowledge base. Intelligent Triage automatically routes tickets by intent, sentiment and language — saving 45 seconds per ticket. Ticket Summaries give agents full context in seconds. Enhanced Writing expands bullet points into full professional responses and adjusts tone. Suggested Macros surface the right macro for each ticket. The Copilot Productivity Dashboard tracks AI adoption and acceptance rates across the team.
What Roca.Work Delivers
Three-phase Copilot enablement: Audit (workflow shadowing, knowledge base assessment, baseline measurement), Configure (knowledge base optimisation, brand voice training, auto assist and triage setup), Adopt (agent training, go-live monitoring, productivity dashboard handover). Fixed-price from €2,500. 100% money-back guarantee. Delivered in 2 weeks.
Book a Free Copilot Audit
Book a free 30-minute Copilot audit at https://calendly.com/dominiccx/letsmeet/. No obligation required.
Your agents are working harder than they need to.
Zendesk Copilot is already inside your platform. Most teams never turn it on properly — and they pay for every reply typed from scratch, every answer hunted down, every minute AI could save. We enable it, configure it, and make it work the way Zendesk intended.
"Hi, I received the wrong item and need a refund. Order #8847..."
AI
Copilot suggestion
"Hi Sarah, I'm sorry to hear you received the wrong item. I've initiated a full refund to your original payment method — you'll see it within 3–5 business days. We'll also arrange a return label via email..."
Intent
Refund / Wrong item
Sentiment
😤 Frustrated
Similar resolved
47 tickets
Official Zendesk partner & reseller
The Problem
You invested in Zendesk. Copilot came with it. Nobody switched it on.
The most powerful AI assistant in Zendesk is sitting idle in most accounts — not because it doesn't work, but because nobody set it up properly.
90%
of Copilot features go unconfigured in the average Zendesk account
The difference between noise and a superpower is entirely in the setup.
Copilot sounds great — until the suggestions feel robotic, appear at the wrong time, or take more effort to edit than writing from scratch. This isn't a product problem. It's a configuration problem. Without auditing your workflows, cleaning your knowledge base, and training Copilot on your brand voice, you get noise instead of help. That's what we fix.
✍️
Agents write every reply from scratch
No AI suggestions, no knowledge surfacing, no tone assist. Every ticket is a blank page. Handle time stays high, agent energy drains, and ticket volume doesn't shrink.
🔀
Answers are inconsistent across the team
Without Copilot guiding from your knowledge base, every agent gives a slightly different answer. Brand voice breaks down. Customers notice — and CSAT reflects it.
🐢
New agents take weeks to get up to speed
Without AI-suggested context, ticket summaries, and similar ticket references, junior agents are slow, uncertain, and expensive to onboard. Copilot collapses the learning curve.
📉
Your CSAT is suffering for it
Slow replies. Inconsistent answers. Agents who seem uncertain on complex tickets. These aren't people problems. They're a missing-Copilot problem — and they're entirely fixable.
How It Works
AI that works alongside your agents. Not instead of them.
Copilot isn't automation — it's augmentation. Every feature is designed to give agents the knowledge, context, and words they need, right when they need them.
Auto Assist
Before an agent types a single word, Copilot reads the ticket, understands the intent, and prepares a suggested reply pulled from your knowledge base. Agents review, adjust if needed, and send — in seconds, not minutes.
Ticket Summaries
Long threads, transfers, and repeat contacts are instantly summarised. Agents open a ticket and understand the full context in seconds — no scrolling, no reading every prior message from scratch.
Enhance Writing
Agents type a few bullet points. Copilot expands them into a full professional response. Tone shift makes any reply more formal or more friendly — keeping every message on-brand regardless of who wrote it.
Intelligent Triage
Every ticket is automatically categorised by intent, sentiment, and language before it reaches a queue. The right ticket goes to the right agent the first time — saving an average of 45 seconds per ticket on routing alone.
Suggested Replies & Macros
Copilot surfaces the most relevant macros and reply suggestions based on the specific ticket content — not generic guesses. Agents spend less time searching through hundreds of macros and more time solving actual problems.
Similar Tickets & Merging
Copilot shows agents how similar past tickets were resolved, and flags duplicate tickets for merging. Fewer circular conversations, faster resolution for recurring issues, and a cleaner support queue for everyone.
Copilot Productivity Dashboard
Track AI adoption, suggestion acceptance rates, and time savings across your entire team. See which agents use Copilot, which features drive the most value, and exactly where to focus next. Prove ROI to leadership with real data — not assumptions.
What You Gain
Better agents. Happier customers. Lower costs.
These aren't features. They're outcomes — what happens in your CX operation once Copilot is running properly.
✓
Agents close 3× more tickets per shift — not by rushing, but by spending less time on research, typing, and formatting. One Zendesk customer went from 40 to 120 tickets per 8-hour shift.
✓
Consistent answers across your whole team — Copilot pulls from your knowledge base and macros, so every agent — junior or senior — gives the same correct, on-brand answer every time.
✓
CSAT goes up because replies are faster and better — shorter wait times, more accurate answers, agents who sound confident on complex tickets. Customers notice immediately.
✓
Agent satisfaction improves — less repetitive typing, less hunting for answers, less uncertainty. Copilot makes the job less exhausting, which means better retention and lower recruitment costs.
✓
Customer loyalty increases — customers who consistently receive fast, accurate, empathetic responses come back. Copilot makes that consistency scalable across every agent on every shift.
✓
Grow without hiring — when your team handles 3× the volume with the same headcount, you scale your CX operation without adding cost. Or redeploy agents to higher-value work.
✓
Save money at scale — less handle time per ticket × your ticket volume = significant cost reduction every month. Copilot delivers ROI you can measure, track, and show to leadership.
Ready to make Copilot actually useful?
Book a free 30-minute audit. We'll review your current Zendesk setup, identify what's missing from your Copilot configuration, and tell you exactly what it would take to get it running at full power.
💰 Fixed-price from €2,500. Scope confirmed before we start — no surprises.
🛡️
100% money-back guarantee. If you're not happy with the value, you won't be charged. No questions asked.
DB
Dominic Brasoveanu
Founder & CEO · Roca.Work
How We Work
Not just switched on. Set up to actually work.
Enabling Copilot takes 5 minutes. Getting it to feel like a superpower instead of noise takes expertise. Here's exactly what we do.
Phase 1 — Audit
1
Workflow Shadowing
We observe your agents in real workflows to understand where they slow down, get stuck, or guess. No assumptions — we watch, then configure.
2
Content Assessment
We audit your knowledge base, macros, and any tone guidelines. Copilot is only as good as what it pulls from — we assess quality before we configure anything.
3
Baseline Measurement
We document current AHT, tickets per agent, and CSAT before Copilot goes live. Without a baseline, you can't prove ROI. We set it up from day one.
Phase 2 — Configure
4
Knowledge Base Optimisation
We clean, structure, and fill gaps in your Help Center so Copilot's suggestions are accurate, relevant, and on-brand — not robotic or generic.
5
Tone & Brand Voice Training
We document your communication guidelines and configure Copilot to reflect your brand — so every AI-assisted reply sounds like your team, not a chatbot.
6
Auto Assist & Triage Setup
We configure procedures, routing logic, and auto assist rules so Copilot knows exactly what to do with every ticket type before an agent even opens it.
Phase 3 — Adopt
7
Agent Training
Agents learn when to trust suggestions, when to edit, and how to give feedback that improves Copilot over time. Adoption is everything — we build it in from the start.
8
Go-Live & Monitoring
We're live with you on day one, tracking acceptance rates and refining suggestions in real time. Nothing ships without us confirming it works.
9
Dashboard & Handover
We set up your Copilot productivity dashboard, show you how to read it, and hand over full documentation so your team can continue improving independently.
What Clients Say
Real results. Real companies.
★★★★★
"We started noticing a decrease in CSAT and struggled to identify trends. I partnered with Roca.Work for a 3rd party analysis. Within 24 hours, Roca.Work provided a comprehensive analysis with actionable next steps — process improvements in Zendesk, agent behavioral changes, and topics for focus with our contact center."
Sarah Rosenzweig
CX Manager · CoinTracker
★★★★★
"You created a brand new product for us. The whole CX setup was transformed — and now I'm just sipping on my champagne. What Roca.Work delivered went beyond what I thought was possible inside our timeline."
MK
Mirek Kokes
CSM · Phrase AI
Why Roca
Copilot works. Bad setup doesn't.
The gap between Copilot that feels like noise and Copilot that feels like a superpower is entirely in the configuration. Here's what we bring to it.
✓
Certified Zendesk partner — 400+ implementations delivered. We've seen what works, what breaks, and what makes the difference between Copilot adoption and Copilot abandonment.
✓
We shadow your agents first — no guessing about what they need. We observe real workflows before touching your configuration, so everything we build is grounded in reality.
✓
Content prep before configuration — we clean and optimise your knowledge base and macros before Copilot goes live. Suggestions are useful from day one, not after weeks of painful iteration.
✓
Fixed-price project — scope confirmed before we start. No surprise invoices. You know exactly what you're getting and what it costs before a single line of configuration is written.
✓
Full agent training included — the tool is only as powerful as the people using it. We train your agents on when to trust suggestions, when to edit, and how to give feedback that makes Copilot smarter over time.
✓
Post-launch support — we track adoption and acceptance rates after go-live, and refine configuration until your team is genuinely using Copilot on 80%+ of tickets.
Your agents deserve a co-pilot.
Every ticket typed from scratch, every answer hunted for, every minute spent formatting — that's money. Let us show you exactly how much Copilot gives back, and what proper setup looks like for your team.
💰 Fixed-price from €2,500. Scope confirmed before we start.
🛡️
100% money-back guarantee. If you're not happy with the value you're getting, you won't be charged — no questions asked.
DB
Dominic Brasoveanu
Founder & CEO · Roca.Work
Get Started Today
Your agents deserve a co-pilot. Let's build them one.
Every ticket your agents type from scratch, every answer they hunt for, every minute spent formatting — that's money. Copilot gives it back. Let us show you how much.
