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Using quick answers for generative search in tickets



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Elizabeth Williams

Zendesk Documentation Team

Edited Feb 10, 2025


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31 comments

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Josef Prandstetter

Zendesk Luminary

Should this function work immediately after activation, or does it require a lead time?
I have activated the function and unfortunately - at least so far - never get a result.

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I would like to see the ability to filter KB results in the search based on the requester 's organization. In our world, we use user segments for our KB articles which are based on a requesters organization (each client). However, an agent has access to all organizations, so they see all KB articles in the search result. 

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Tetiana Gron

Zendesk Product Manager

Sean Morrissey you can set up different default Knowledge filters for every contextual workspace. See Setting up contextual workspaces

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Tetiana Gron while i appreciate the suggestion, it does not seem practical. I have 90 cclients so that would required 90 filtered vviews. Additionally, it requires an upgrade to enterprise.

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Good day,

Are there plans to make reporting available for this tool? My team began utilizing it at the end of April and I am looking for a way to measure usage across agents and to use that data to measure the impact on CSAT over time. 

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Feedback on Search dialog: You can't use the Home and End keys to jump to the start or the end of the search text

 

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Question: Does it also consider articles that are visible only to Agents and Admins? 
I limited the search to the specific section. The answer is in chapter 18 (which was listed at the end), but got no answer.

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Tetiana Gron

Zendesk Product Manager

Christopher Sciaretta yes, we plan to have reporting, and we are very curious to know which data you would like included. Please share you ideas in Generative search for Help center or Generative search for Agent Workspace.

Yaniv Dayan the search includes results visible to the admins and agents if the agent has permission to view them. We use only top three items to generate the answer. That is why the last article wasn't used to generate the answer. 

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Hi Tetiana Gron  Not sure I understand your answer - Should we order the articles in the Category or Sections?

The words Fences and Walls do not appear in the four first results, yet, the correct result appeared 5th. 

Anyway, no matter what I search, I don't get an answer to this section, even if the answer is from the first result. 

 

How long does it take to index a new article? These ones are 5 days old.
 

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Tetiana Gron

Zendesk Product Manager

Yaniv Dayan  indexing of a new article usually takes few minutes. 

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Hi Tetiana Gron 

Working on this some more, I found the bug. Steps to reproduce:

  1. Create a new section called ‘New’.
  2. Add a short article ‘aaa’ to this section.
  3. AI Search a question, refined to section ‘New’ > get an answer from article ‘aaa’  ==> OK
  4. Add a VERY long article to section ‘New’ called ‘bbb’ (almost exceeds the max allowed length).
  5. Wait enough time to index (even days).
  6. Repeat step 3 with the same question > get no answer ("Rephrase your search or add more details to help AI come up with a quick answer.").
  7. In fact - ask any question related to ‘aaa’ or ‘bbb’ to get no answer.
  8. Remove article ‘bbb’ from this section, repeat step 3  ==> OK again.

 

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Tetiana Gron

Zendesk Product Manager

Thank you Yaniv Dayan ! We'll look at this.

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Does the feedback agents provide help train generative search on the help center? We're wondering if we can turn on generative search for agents via workspace and have them provide feedback so the results when end users use generative search for the help center are optimized. I recognize this would only work for articles available to end users but would it work?

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Tetiana Gron

Zendesk Product Manager

John Tieu your in-product feedback helps us to revise the prompt. We have 'Zero Data Retention' agreement with OpenAI so your search data cannot be used to train generative search. 

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Thanks, Tetiana Gron  - can you clarify what you mean by revise the prompt? 

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Tetiana Gron

Zendesk Product Manager

John Tieu we use a complex query that includes your search input to send to OpenAI so it can generate the answer. We will be updating our complex query based on the feedback. 

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This sounds really interesting, but before i invest time and effort exploring it are you able to advise which ZD plans it will be enabled for once released, and/or if there are going to be additional charges? 

Thanks

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Tetiana Gron

Zendesk Product Manager

Jasmine Gilbert we will provide more information about pricing closer to the end of the EAP.

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Hello! Is it correct that it only works if the language of the articles is English?

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Tetiana Gron

Zendesk Product Manager

Patty Ann, Salindong right now yes it is only available for English content. This feature will be available in additional languages in the near future.

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Hello, I´m really excited to test this EAP, but we need other languages like Portuguese or Spanish.
Let me know when it´s available.
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Just to update: ot was possibily to use in ESP and PT :)

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Tetiana Gron

Zendesk Product Manager

Hi Gabriela Manarim we have recently rolled out support of multiple languages. 

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Are there any plans to add OCR support?  We have lots of screenshots with things like error messages that the AI isn't finding.  

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Jamie Noell

Zendesk Luminary

Similar to Jasmine's question, can you at least advise if this feature will be in the core product or require the Advanced AI (or other) add-on?

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Tetiana Gron

Zendesk Product Manager

Jamie Noell quick answers (or generative search for AW) requires Advanced AI add on. 

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Tetiana Gron Is there any update on when we will have access to reporting on the usage of this feature? 

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Tetiana Gron  - Have you looked at the bug that I reported? Do you have an answer?

How can I track this case?

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Tetiana Gron

Zendesk Product Manager

Yaniv Dayan does generative search fails on the real or test article? 

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Hi Tetiana Gron  I'm not sure what you mean regarding ‘real’ or ‘test’ article - we published a long article within a section, and the generative search fails on the entire section. Only when we remove the long article, the generative search provide an answer from the section's articles. See my previous comment - 

 

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Is it possible to retrieve the KB quick answer result via API?

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