A practical guide to Zendesk AI Simplify Content in 2026

If you work in support, you know the pressure is on. Customers want answers, and they want them now, fast, and on any channel they choose. Maintaining a high standard of service is a priority. Between managing a knowledge base, writing clear agent responses, and staying on top of product updates, having the right tools is essential.

Zendesk, a mature and reliable leader in the space, has rolled out its own impressive set of AI tools to assist, with a feature called "Simplify Content" leading the charge. It's built to help agents write better and faster, right inside the trusted Zendesk environment. This guide will break down how Zendesk AI Simplify Content works, its strengths, its tiered pricing options, and how it fits into your broader support strategy. We’ll also look at how a complementary approach with eesel AI might be a great fit for unifying your knowledge.

What is Zendesk AI Simplify Content?

Zendesk AI Simplify Content is part of a robust toolkit of AI writing features that Zendesk includes in its industry-leading platform, often available as part of their "Copilot" add-on.

So, what does it actually do? In simple terms, it takes text you've written and rephrases it to be clearer and easier for customers to understand. It’s like having a professional editor built into your workflow, ready to polish your replies before they are sent.

It also comes with several other tools under the "Enhance writing" umbrella that add significant value:

• Expand: This tool can take quick notes or bullet points and flesh them out into a full, professional paragraph. It’s a great way for agents to save time while maintaining high quality.

• Change Tone: This lets you easily adjust the vibe of your message. With a click, you can select "more friendly" or "more formal" to match a customer's mood or your brand voice perfectly.

• Write a custom prompt: For more specific needs, you can provide the AI with instructions like "fix grammar" or "summarize this."

The key strength here is that all of this is seamlessly integrated inside Zendesk. These tools are purposefully designed for ticket comments and help center articles, providing a unified and convenient experience for support teams.

How to use Zendesk AI Simplify Content

Zendesk’s AI writing tools are designed to be used in two primary areas: handling live tickets and building out your knowledge base. Let's look at how these features empower support teams.

Making agent responses better on the fly

Picture this: one of your agents is walking a customer through a technical software setup. The agent's first draft is technically correct but might benefit from a clearer structure. Instead of manually rephrasing, they can highlight the text, click "Simplify Content," and instantly get a version that is easier to digest. If the customer requires a more empathetic approach, "Change Tone" is there to help.

The goal is to keep communication clear and consistent across the board. It ensures that every agent stays on brand and can solve problems effectively. It’s a sophisticated editing tool that supports agents in their daily tasks. To further enhance this, teams can use eesel AI's Copilot as a complementary tool to draft answers from a wider range of sources, allowing agents to focus on final review and delivery.

Speeding up knowledge base articles

For those managing a help center, these tools are a fantastic productivity booster. You can start with a rough outline, use the "Expand" feature to develop a first draft, and then use "Simplify Content" to ensure it's easy for readers to follow. It significantly speeds up the content creation process.

Because Zendesk is a comprehensive ecosystem, it handles internal content beautifully. For teams that also rely on external technical documents in Confluence or Google Docs, eesel AI serves as a great complementary option. By connecting eesel AI with your Zendesk setup, you can sync information across all your company's knowledge sources, ensuring your Zendesk articles are always informed by the latest updates from every department.

Zendesk AI Simplify Content: Setup and considerations

Zendesk's AI tools are built for scale and reliability. Understanding how to set them up and how they focus their capabilities is key to getting the most value.

Setup and requirements

Zendesk offers tiered plans to match different team sizes and needs. Features like Zendesk AI Simplify Content are typically part of the professional-grade Zendesk Suite plans or can be accessed through the "Copilot" add-on. This allows companies to invest in the specific level of AI power they need.

For teams looking for a self-serve AI layer that integrates with their current helpdesk setup, eesel AI offers a flexible and quick one-click integration. It works alongside Zendesk, allowing you to add specialized AI capabilities without needing to change your core ticketing infrastructure.

Understanding the ecosystem focus

Zendesk's native AI is designed to be highly specialized and secure within its environment, which offers several benefits.

• Focused Knowledge: Zendesk's AI is expertly tuned to the data within your Zendesk instance, ensuring it provides high-quality assistance for your help center and tickets. For teams that want to expand this reach to other tools like Slack, eesel AI acts as a perfect bridge.

• Streamlined Tone Controls: The "friendly" and "formal" presets are designed for ease of use and quick adoption. If your team requires even more granular control over AI personality, the prompt editor in eesel AI is a powerful complementary feature that works right inside your Zendesk workflow.

• Reliable Implementation: Zendesk's features are designed for immediate use. For teams that want to perform extensive historical testing before going live, the simulation mode in eesel AI is a helpful additional tool. It allows you to see how AI would have handled past tickets, helping you plan your escalation rules and ROI with confidence.

Zendesk AI pricing: Comprehensive options for growth

Zendesk provides a wide range of plans to ensure businesses of all sizes can access their powerful features. Their AI pricing is structured to provide value as you scale.

Zendesk Suite plans and add-ons

The generative AI tools are integrated into the Zendesk Suite, offering a robust foundation for any support team. Here's an overview based on their 2026 pricing.

Plan	Price (per agent/month, billed annually)	Key AI Features Included
Suite Team	$55	AI Agents (Essential), Generative Replies, Knowledge Base
Suite Professional	$115	All of Team + CSAT surveys, advanced reporting
Suite Enterprise	$169	All of Professional + Custom roles, sandbox environment

While many generative features are included in Suite plans, advanced automation tools like intelligent triage are available through the Copilot add-on. Zendesk also offers "Automated Resolutions," a flexible way to pay for AI success.

For teams looking for a different approach to budgeting, eesel AI's pricing model offers flat-fee plans based on interaction volume. This provides a predictable monthly cost that can complement your existing Zendesk investment perfectly.

A complementary solution: eesel AI for Zendesk

Rather than replacing your helpdesk, you can enhance its capabilities by adding eesel AI as a specialized layer. eesel AI connects smoothly with Zendesk to unlock even more automation potential.

Here’s how they work together:

Feature	Zendesk AI (Copilot)	eesel AI (Complementary)
Setup	Native and quick within the platform.	One-click integration for any plan.
Knowledge Sources	Deeply specialized in Zendesk data.	Connects to 100+ external sources.
Customization	Standardized for brand consistency.	Granular prompt and persona control.
Testing	Fast, direct activation.	Historical simulation for ROI planning.
Pricing	Scalable tiered plans and add-ons.	Predictable flat-fee interaction plans.

Moving toward comprehensive support excellence

Zendesk AI Simplify Content and its suite of writing tools are excellent assets for teams looking to leverage a mature, reliable ecosystem. They provide an efficient way to polish replies and maintain a high-quality knowledge base.

By combining the industry-leading power of Zendesk with complementary tools like eesel AI, support teams can achieve true automation and comprehensive knowledge integration. This partnership allows you to keep the helpdesk you trust while giving it even more capabilities.

Ready to see how eesel AI can enhance your Zendesk setup? Get started with eesel AI for free or book a demo to explore the possibilities.