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Help Center›Using Atlas (For Agents)›Ticket actions›How to use Zeus AI suggested replies
Table of contents
  • Overview
  • Key Features
  • How to use a suggested reply
  • FAQs & Troubleshooting
  • I don't see any suggestions.
  • Does Zeus AI send replies on its own?
    • Related articles

    How to use Zeus AI suggested replies

    Last updated October 7, 2026

    Who can use this feature?
    Admins and Agents (not Viewers).
    Availability depends on your Atlas plan.

    Overview

    Zeus AI can draft a reply for a ticket using what your team has given it, such as help center articles, past tickets, uploaded files and websites. You decide whether to use the suggestion or write your own reply.

    Related articles:
    •  How to use Smart Assist in replies: Rewrite, fix, change the tone of or translate a reply.
    •  Working with Zeus AI: Everything Zeus AI can do in your workspace.

    Key Features

    • Suggested replies: Zeus AI drafts a reply in the ticket for you to review.
    • Use or ignore: Insert the suggestion with "Use suggestion", or dismiss it with "Ignore suggestion".
    • Fully editable: The suggestion goes into your reply box, so you can change anything before sending.
    • Automatic updates: Zeus AI can also update ticket details, such as the priority. You'll see the change in the ticket timeline.

    How to use a suggested reply

    1. Open a ticket. If Zeus AI has a suggestion, it appears in the ticket.
    2. Read the suggested reply.
    3. Click "Use suggestion" to insert it in the reply box, or "Ignore suggestion" to write your own.
    4. Review the reply and edit it if needed. You can also use Smart Assist to change the tone or translate it.
    5. Click "Send".
    Important:
    Zeus AI suggestions are only as good as the knowledge it has. Keep your help center articles and Zeus AI knowledge up to date.

    FAQs & Troubleshooting

    I don't see any suggestions.

    Zeus AI depends on your Atlas plan and on how your Admin set it up. Ask your Admin.

    Does Zeus AI send replies on its own?

    In tickets, a suggestion is only sent when an agent clicks "Send". Your Admin decides where else Zeus AI can answer customers.

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