Using quick answers for generative search in tickets



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Elizabeth Williams

Zendesk Documentation Team

Edited Mar 05, 2025


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33 comments

Thank you Tim for the feedback! We'll consider this feature. 

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It seems to be impossible to include or default set the source to the Procedures.

While KB is mostly a customer facing FAQ the procedures are written for the same intent as quick answers, to help agents finding and forming a correct answer within a shorter time frame.

Can Procedures be added as a possible source for quick answers? 

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1263169215830 quick answers are not available via API at the moment. 

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

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Hi 1263082351589  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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1263169413450 does generative search fails on the real or test article? 

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1263082351589  - Have you looked at the bug that I reported? Do you have an answer?

How can I track this case?

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1263082351589 Is there any update on when we will have access to reporting on the usage of this feature? 

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1901168380564 quick answers (or generative search for AW) requires Advanced AI add on. 

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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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