Tetiana Gron

 Hello and thank you for your contributions and feedback on this EAP! Based on your feedback, we’ve implemented the following product updates that will soon be available to everyone: 

• Multi language support - Generative search is available in languages other than English 
• Anonymous users access - Generative search will be available to all users, including non signed in users
• Availability on all Templating API versions - We’ve lifted restrictions on Templating API versions, meaning  the {{generative_answers}} helper is available starting from Templating API v1. All standard themes have been updated with the helper. If you use a custom theme, you still need to update your live theme. Refer to Adding generative search to your custom theme.
• Rich text formatting - We’ve introduced support for some formatting options such as paragraph, lists, bold, italic. 

Generative search will be available for all Zendesk Suite and Guide plans beginning May 5. Each plan includes 100,000 successful searches that generated an answer. Starting from May 5 you can buy additional searches with Generative Search Extender add on. To do so, contact Zendesk Sales. 

To learn more, read the announcement and see the following documentation:

• Using generative search to provide AI-powered answers to search queries 
• Adding generative search to your custom theme

We’re excited to announce the general availability of generative search in the help center. With generative search, you can enter a question or phrase in the search bar of the help center and within seconds receive a concise answer without having to click through multiple search results and scan the related articles for an answer.

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

Generative search evaluates the question that a user enters in the help center search. The top matching articles, posts, and external content (on Enterprise plans where federated search is configured) are evaluated by generative AI, which then generates an answer. Generative search supports multiple languages and the answer will be in the current help center language locale.

If you have Zendesk Suite and Guide plans you will get 100,000 generative searches per month included in the plan. Only successful searches that result in the AI-generated answer are counted towards the limit. To get additional searches contact Zendesk Sales.

​​If you have a standard help center theme, generative search will be immediately available to your customers including non logged in users. If your theme is a custom based on any templating API version, you’ll need to update it to include the `{{generative_answers}}` helper on the search results page. See Using generative search to provide AI-powered answers to search queries.

Why is Zendesk making this change?

Generative search helps your customers spend as little time as possible searching for information. This drastically improves the time taken to resolve problems and results in fewer tickets.

What do I need to do?

The rollout of generative search begins April 1st. Starting from that day you will see a quick answers setting enabled in Knowledge settings. Generative search will not be functioning until the final rollout that happens May 5th-8th. Starting April 1st, if you want to opt out of the feature, you can deactivate generative search by turning off the quick answers setting in every help center in which you want to remove the feature.

Read more:

• Using generative search to provide AI-powered answers to search queries
• Adding generative search to your custom theme
• About the standard theme and custom theme in your help center
• Viewing and managing your search settings

Ben Chapman You should use `{{satisfaction.survey_url}}` for the new CSAT experience. 

Dan Lucy-Lloyd We recommend to use `Notify by > User text` action for SMS notification with `{{satisfaction.survey_url}}` placeholder in the body. 

Chris Hobart the customizable CSAT doesn't reopen a ticket because your customers answer within a web page. However, the customers can still send a reply in the messaging. If you want to block replies in messaging upon some events, I would suggest to write a post in one of the messaging community topics. 

Fiona the condition should be respected. Could you please reach out to Zendesk support if it doesn't work this way. 

Hi Tijn vs! Thank you for taking the time to provide us with your feedback here. This feature is on our roadmap. Per our Community Guidelines  we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. 

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

Philipp Metzdorf  the {{generative_answers}} helper is already available as part of the Copenhagen theme. Could you please check with the recent version of the Copenhagen theme? You have to use at least two words query for the generative search. 

CORE Help Admin it is coming. Please follow What’s New page in the Help Center for the product updates. 

Hi Jeff Payton ! Your account has been added to the EAP.