| Announced on | Rollout starts | Rollout ends |
|---|---|---|
| August 25, 2025 | August 26, 2025 | September 25, 2025 |
We're excited to announce that quick answers will be available to all customers with Zendesk Suite and Knowledge plans in Agent Workspace beginning September 25, 2025.
This announcement answers the following questions:
What is changing?
Quick answers is a generative AI feature that provides summarized answers above search results when agents look for information on a ticket. Previously, access to quick answers was restricted to customers with the Copilot add-on. With this release, quick answers will no longer be restricted to Copilot users, and instead will now be available to all users who have access to Agent Workspace and Knowledge.
This release includes a one-month grace period during which you can turn the feature off before it appears in Agent Workspace if you don’t wish to use it. This means that beginning August 26, quick answers for Agent Workspace will be turned on by default for all customers with Agent Workspace and Knowledge. However, it will not be accessible in the Context panel until the final rollout begins September 25. If you turn off the feature before the final rollout, agents won’t have access to it in Agent Workspace.
The following image shows what the Knowledge section in the Context panel looks like when quick answers is turned on and a quick answer is available. Agents can click the “AI suggestion based on” link to view the source content used to generate the answer.
Why is Zendesk making this change?
We've observed a significant positive impact from the implementation of quick answers for our customers. Given this success, we are now extending the reach and benefits of quick answers beyond Copilot customers.
What do I need to do?
Beginning with the rollout on August 26th, you’ll see the Quick answers setting enabled in the Context panel settings. if you want to opt out of the feature, you can turn off quick answers by turning off the setting.
Quick answers will not be functioning until the final rollout occurs from September 25th-28th.
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