Using quick answers for generative search in tickets

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<p id="docs-hc-snippet" style="display: none;">Quick answers for Agent Workspace provides AI-generated answers to the searches that agents perform within the knowledge section of the context panel.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Quick answers use AI to generate responses based on your knowledge base and external content during ticket searches. This feature helps you find relevant information by entering detailed queries, improving support interactions. You can copy AI-generated answers into tickets and provide feedback to enhance accuracy. The quality depends on your knowledge base and search input, with better results from well-structured questions rather than single-word searches.</p>
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<p class="p">Quick answers for Agent Workspace provides AI-generated answers to the searches that
agents perform within the knowledge section of the context panel.</p>
<p class="p">By default, this feature is turned on. Support admins can turn quick
answers on or off as needed. You can find information about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01K1XP7BZ44CMX2660E8YNAWGD" target="_blank">supported languages</a> for quick answers in the
Zendesk language support article.</p>
<div class="p">This article includes the following sections:<ul class="ul" id="topic_uqr_clr_w1c__ul_e3l_bmr_w1c">
<li class="li"><a class="xref" href="#topic_lgj_cmr_w1c">About quick answers for Agent
Workspace</a></li>
<li class="li"><a class="xref" href="#topic_acg_knr_w1c">Using quick answers for Agent
Workspace</a></li>
</ul>
</div>
<div class="p">
<strong class="ph b">Related articles</strong><ul class="ul" id="topic_uqr_clr_w1c__ul_mzm_j3b_4gc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8079579364250" target="_blank">Turning quick answers on and off for Agent
Workspace</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lgj_cmr_w1c">
<h2 class="title topictitle2" id="ariaid-title2">About quick answers for Agent Workspace</h2>
<div class="body">
<p class="p">Generative AI evaluates the question or phrase that agents enter in the search box in
the knowledge section of the context panel and suggests an answer based on one or
more content sources. Generative AI can also suggest an answer based on external
content if you have configured <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830243482" target="_blank">federated search</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9796599390874" target="_blank">Knowledge
connectors</a>. The answer is posted in the context panel, alongside
functions that allow agents to copy the answer into tickets and rate the response. </p>
<div class="p">The quality of a quick answer depends on the following:<ul class="ul" id="topic_lgj_cmr_w1c__ul_ntj_5xb_y1c">
<li class="li">
<strong class="ph b">Quality of your knowledge base</strong> - Because quick answers are based on
your help center and external content, the quality of the quick answer
depends on the quality of your knowledge base.</li>
<li class="li">
<strong class="ph b">Search input</strong> - Depending on the format and structure of the search
query, you may not see a quick answer for every search. For the best
results, avoid one-word search queries, and instead, structure your search
query as a phrase, sentence, or question. Additionally, if there are no
articles, posts, or external content that matches the search, an answer will
not be generated.</li>
</ul>
</div>
</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_acg_knr_w1c">
<h2 class="title topictitle2" id="ariaid-title3">Using quick answers for Agent Workspace</h2>
<div class="body">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827842458#topic_glb_bts_zw" target="_blank">Guide agents</a> can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5581313653530" target="_blank">Knowledge section of the context panel</a> while working
with tickets to conveniently get information and answers relevant to the
conversation they're in. Agents can view and work with AI-generated answers that
answer the question they ask in the search query.</p>
<p class="p">Quick answers is on by default and does not need to be activated by an admin. </p>
<p class="p"><strong class="ph b">To use quick answers for Agent Workspace</strong></p>
<div class="p">
<ol class="ol" id="topic_acg_knr_w1c__ol_kgn_pvr_5xb">
<li class="li">In a ticket, click the <strong class="ph b">Knowledge</strong> icon (<img class="image" id="topic_acg_knr_w1c__image_qz3_svr_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_knowledge.png">) in the sidebar to open the knowledge
section.</li>
<li class="li">Click the <strong class="ph b">Search</strong> icon (<img class="image" id="topic_acg_knr_w1c__image_e3q_jss_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png">).</li>
<li class="li">Enter your search term, then press <strong class="ph b">Enter</strong>.<p class="p">If a quick answer is
available, it appears in the <strong class="ph b">Quick answer </strong>section above the
search results. You can click the <strong class="ph b">AI suggestion based on</strong> link to
view the source content that was used to generate the

answer.</p>
<p class="p"><img class="image img-screenshot" id="topic_acg_knr_w1c__image_zm2_cnc_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/GenSearch-SearchResult.png" width="350"></p>
<div class="p">If an answer is not generated, you can:<ul class="ul" id="topic_acg_knr_w1c__ul_qz2_ypc_y1c">
<li class="li">Avoid one-word search queries. Structure your search query as a
phrase, sentence, or question. For example, the search query
"How long will it take?" will be more likely to generate an
answer than the single search term "time".</li>
<li class="li">Remove the search filters to expand your search query and try
again.</li>
</ul>
</div>
</li>
<li class="li">(Optional) Click <img class="image" id="topic_acg_knr_w1c__image_w1c_dbd_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/GenSearch-CopyAnswer.png" width="20"> to copy the quick answer directly
into the ticket comments field.<div class="note" id="topic_acg_knr_w1c__note_dhr_cgk_xcc">
<span class="notetitle">Note:</span> If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">auto assist is turned on</a>, the
copy button doesn't appear. Auto assist takes the place of the composer
within a ticket, so there's no place for agents to paste the copied
quick answer when auto assist is active.</div>
</li>
<li class="li">(Optional) Submit your feedback about the quick answer. <ul class="ul" id="topic_acg_knr_w1c__ul_enl_fkr_y1c">
<li class="li">Click the thumbs-up icon <img class="image" id="topic_acg_knr_w1c__image_rcq_zmr_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gensearch-thumbsup.png" width="20"> to indicate the answer was
helpful.</li>
<li class="li">Click the thumbs-down icon <img class="image" id="topic_acg_knr_w1c__image_ubw_wlr_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gensearch-thumbsdown.png" width="20"> to indicate the answer was
not helpful. Select the reason that best matches the reason for your
rating. Type any additional feedback you may have, then click
<strong class="ph b">Submit feedback</strong>.<p class="p"><img class="image img-screenshot" id="topic_acg_knr_w1c__image_pcq_pkr_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/GenSearch-feedback-neg.png" width="450"></p>
</li>
</ul>
</li>
</ol>
</div>
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