How can I provide feedback for the Generative search in Help center EAP?
Posted Apr 12, 2024
Feedback during the beta stage is very important for us. We want to hear what you have to say about Generative search in Help center because ultimately we've created this feature for you. Below, you can find some guidelines on the various ways to give us feedback.
Give us feedback
This forum is the best place to do that.
- Please look if your feedback fits under any existing feedback posts and if so add your specific feedback details there so we know your specific situation and how many are experiencing a particular need or problem.
- If your feedback is new, create a new post within the Zendesk EAP - Generative search in Help center topic with your feedback.
We'd like to try and keep feedback as social and collaborative as possible. It's where we can answer the most amount of questions or comments so that everyone can see and benefit from it. That said, there are some suggested guidelines...
Suggested guidelines for giving feedback
We value your feedback, no matter what it is. We encourage you to tell us what you like, dislike, and where you could see improvements.
We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone.
Here are a couple of pointers that will really help us understand your feedback and work with you to make the ticket forms beta even better:
- Try to be as clear as possible in your feedback; explain why you like/dislike something, and how it could be improved. If you can do screenshots easily, we'd love to see them
- Tell us WHY this is needed or a problem. We encorurage you to explain it to us like we where 5 years old. We don't have as much implicit knowledge of your situation as you do.
- Please provide background for your feedback/need/request
- Why is this a problem or would be a major benefit?
- Can the problem/benefit be quantified?
- What kind of business are you in?
- Who is it a problem/need for?
- Be patient when waiting for responses from Zendesk
- Don't use sarcasm, be rude to other customers or staff, and don't use strong language. We will moderate forum posts where we think reasonable
Ultimately, we want the feedback forums to be a place where any customer can come and give feedback.
Reporting bugs
As these updates are in beta, the best way to report a bug is to do so here in this forum, rather than contacting us. This is especially helpful if you're reporting a minor bug or a bug that is not directly impacting your customers. That being said, we do realize that during betas more urgent issues can crop up. As this is a beta, the response times may be longer than they typically would be going through the normal support channels.
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9 comments
Jen C
Hi! I'm finding that you need to be logged in on the Help Center to see the AI results. I got this enabled through our custom theme and it's working great for me because I'm signed in. From an incognito browser, I do not get the “quick answer” popping up at all. We don't require our customers or potential customers to log in to our help center and have the log in functionality disabled. How can I enable the generative AI for everyone that visits our site that are not logged in? Thanks!
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Tetiana Gron
Hi Jen C , generative search is available only for signed in customers.
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Michael
Hi Tetiana Gron - I have the same requirements as Jen C when it comes to signing into the help center. Can you elaborate on the need for sign-in? Is that to control the number of users who experience this during the EAP or long-term requirement?
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Shabib S
Are there plans to allow non-authenticated users to be able see the GenAI Quick Answer results as well?
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Jonathan Beirne
To add to the above, we don't allow any user to sign in to our help centre, so this feature is currently not of any use to us. We restrict login as we find it a barrier for customers wanting/needing help.
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Tetiana Gron
Shabib S Jonathan Beirne the feature will be available only to signed-in users for the duration of the EAP. However, we plan to re-evaluate availability for non-authenticated users later.
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Jeff Payton
On 2/12/25 I received an email confirming our account has been added to the Generative search for help center Early Access Program (EAP) . As I'm following the steps in this knowledgebase article, I'm missing the entire settings option for Quick answers under Guide admin > Settings > Search settings.
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Tetiana Gron
Jeff Payton I've checked your account and noticed that you submitted a non-default subdomain. Please resubmit the form with the default subdomain, and the feature will be available across all account brands.
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Jeff Payton
Thank you. I just re-submitted the form with our primary domain.
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