Important: Quick answers for Agent Workspace will be turned on by default beginning August 26, 2025. However, the feature will not be functional (meaning agents will not be able to see AI-generated search results in Agent Workspace) until the GA rollout on September 25, 2025. On this date, quick answers for Agent Workspace will no longer require the Copilot add-on. If you want to opt out of this feature, you can turn off the Quick answers search setting as described in this article.
Quick answers for Agent Workspace provides AI-generated answers to the searches that agents perform within the knowledge section of the context panel.
By default, this feature is turned on. Support admins can activate and reactivate quick answers as needed. You can find information about supported languages for quick answers in the Zendesk language support article.
To activate quick answers for Agent Workspace
-
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel.
The configuration settings for the context panel appear.
- In the Knowledge section, under the Quick answers header, select Show a quick answer before search results to activate generative search in Knowledge in the context panel.
- Click Save.