We’d like the ability to disable or hide the Glean “Draft a response…” icon from the Zendesk compose box without disabling the full Glean Zendesk app.
Today, unpinning or disabling the “Draft a response…” agent in Glean only affects which agents appear on the Glean app home page. It does not remove the Glean icon from the Zendesk reply composer.
This creates a challenge for teams that want to keep using their custom Glean agents inside Zendesk, but do not want agents to see or use the pre-built compose-box drafting experience.
In our case, this is a dependency for a rollout to 1,000+ CX users, and having the compose-box icon remain visible is likely to cause confusion because it appears directly in the Zendesk reply flow.
Requested capability
Please add a way to:
- Hide or disable the compose-box Glean icon independently
- Keep the Zendesk app enabled
- Continue allowing access to custom agents in Zendesk
