Turning quick answers on and off for Agent Workspace

What's my plan?






All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus









Support with

Guide Professional or Enterprise






Verified AI summary ◀▼
Quick answers in Agent Workspace provide AI-generated responses to agents' searches in the context panel's knowledge section. This feature is enabled by default but can be toggled on or off by support admins. Quick answers help streamline the support process by offering immediate responses to common queries, enhancing the efficiency of handling customer inquiries without navigating through detailed search results.


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 turn off and turn on quick
answers as needed. You can find information about supported languages for quick answers in the
Zendesk language support article.
This article contains the following topics:
Turning on quick answers for Agent
Workspace
Turning off quick answers for
Agent Workspace




Turning on quick answers for Agent Workspace

When turned on, quick answers for Agent Workspace evaluates the question or phrase
that agents enter in the search box in the Knowledge section of the context panel
and generates an answer.

To turn on 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 turn on quick
answers for Agent Workspace

Click Save.





Turning off quick answers for Agent Workspace

You can turn off quick answers if you don't want to display a quick answer in Agent
Workspace based on search results.

To turn off 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,
deselect Show a quick answer before search results to turn off quick
answers for Agent Workspace

Click Save.




{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/8079579364250",
"url": "https://support.zendesk.com/hc/en-us/articles/8079579364250-Turning-quick-answers-on-and-off-for-Agent-Workspace",
"headline": "Turning quick answers on and off for Agent Workspace",
"description": "You can enable or disable the feature that provides AI-generated quick answers to searches in the knowledge section of the context panel within Agent Workspace through the admin settings.",
"articleSection": "Setting up AI-powered agent tools",
"datePublished": "2024-09-24T13:51:15+00:00",
"dateModified": "2025-09-25T12:31:49+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/8079579364250"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Copilot",