Private - To be launched

End User Separation is part of the Department Spaces feature launch. This follow on launch allows admins to segment agents access to end users based on the agent’s department membership. This ensures focused support, enhances data privacy, and promotes specialized product knowledge. Agents' ticket access AND end user access will depend on their department membership. Zendesk Admins automatically belong to all departments. As a participant in the EAP, we kindly ask for your active engagement and feedback. This may include participating in surveys, providing feedback on your experience, and reporting any issues you encounter. Your insights and suggestions will be invaluable in helping us refine our products and ensure they meet the needs of all our customers. If you have any questions or need further clarification, please don't hesitate to reach out to us directly at tim.mclean

As a participant in the EAP, we kindly ask for your active engagement and feedback. This may include participating in surveys, providing feedback on your experience, and reporting any issues you encounter. Your insights and suggestions will be invaluable in helping us refine our products and ensure they meet the needs of all our customers.  Ways to engage: Comment on any existing community topic around partial end user separation EAP Create a new community topic Email tim.mclean@zendesk.com and alina.wright@zendesk.com with your feedback.  If you have any questions or need further clarification, please don't hesitate to reach out. We greatly value your input and look forward to your participation in our Early Access Program.

We are experiencing inconsistencies with the Omnichannel API and require clarification on the expected behavior concerning engagement and ticket data. Specifically, we have observed the following issues: Missing Closed Messaging Tickets in Engagement Lists: Certain closed messaging tickets, despite confirmed agent engagement, are not appearing in the engagement lists. We need to understand why these tickets are excluded and how to ensure accurate reporting of all agent-engaged conversations. Incomplete Engagement Data Due to Trigger-Based Unassignment: Engagements are missing from the list when a chat is initially auto-assigned to an agent, subsequently unassigned by a trigger, and then re-offered and accepted by the same agent. The conversation segments occurring between the initial auto-assignment and the re-offering are not being captured. We request information on how

Zendesk wants to provide you with the insights needed to be successful with Generative AI Agents (also known as chat bots). The automation potential page will highlight the areas where you are well equipped to offer a generative answer to your customers, provide metrics to highlight the potential benefits, and help you identify knowledge gaps which you may decide to accommodate so that your AI agents can answer more topics.Through the use of AI analysis, we are able to extract common topics in your customer conversations and allow you to understand the efficacy of the generative AI agent in being able to serve those conversations. By automating these conversations, you will be able to free up your agents to work on more complex or unique issues.To read more about this feature, please see Vie

I've added {{generative_answers}} to the search results template. I'd like to add tips to the top and bottom of the Quick Answers. I don't want to display the tips if Quick Answers doesn't show for a particular query. Also like to modify the font and other attributes of Quick Answers. I see the html code generated is in a shadow-root and that makes it difficult to update via javascript. Any tips on how to do it? 

In order to enroll in the partial end user separation EAP, your account must meet the following requirements:  Must be on an Enterprise or Enterprise + plan Already have Department Spaces on your account (to check, go to Admin Center > Team members. If you see a ‘Brands’ column, then Department Spaces is enabled on your account). You are willing to share your experiences and provide constructive feedback.  If you meet the above requirements, enrolling in the EAP is simple.  Just click on the following link: Sign Up for EAP and follow the instructions to register.  Once you've signed up, you'll receive further information on how to access and use the new features. Filling out the

If you would like to register for the automation potential EAP or have lost access due to your account subdomain changing, please sign up here so our product team can consider your account for this program.  Note that we may not be able to accommodate all of your Zendesk accounts. We are hoping to engage accounts which have: A serious interest in implementing or improving Zendesk generative AI agents in your customer conversations via messaging or email. An available quota of automated resolutions (you can follow this article to see how may you have available in

We invite you to share your thoughts, report bugs, and provide any suggestions you may have. Ways to Provide Feedback:Feedback Forum: The best place to provide feedback is in the AI Agents Automation Potential topic. This allows us to keep feedback social and collaborative, benefiting everyone involved. Bug Reporting: If you encounter any bugs, please report them in the same forum. This is especially helpful for minor bugs or issues that do not directly impact your customers. If you want to provide feedback which is very specific to your account and not appropriate for a group setting, please reach out to your Zendesk Success team member who should be able to relay the feedback to the appropriate Product and Engineering teams. 

So i requested access to the feature and got an email saying it was enabled so I've followed the instructions on: https://support.zendesk.com/hc/en-us/articles/6942732527130-Generative-search-for-help-center-EAPHowever when i get to the Activating the generative search for help center EAP section the option quick answers doesn't appear.I even reverted to the generative_answers branch of the copenhagen theme in case it was our custom theme that was the issue but no change.I tried emailing the person who enabled the feature but haven't heard anything back and I'm being chased to get this working but to be fair their email does say to post here rather than emailing them.Edit: May have just worked this out myself but maybe someone can confirm if this is correct.I found this guide on how to enable quick

 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 th

This update aims to significantly enhance the user experience for our Slovak and Ukrainian language customers, ensuring that they have access to the same features and support that Zendesk offers in other languages. We believe that providing support in these languages will empower our users and improve overall satisfaction. With this update, Slovak and Ukrainian will be officially supported languages in Zendesk, enhancing our platform's accessibility and usability for speakers of these languages. The new language support includes a wide range of features to ensure a seamless experience: Support Admin Center Guide Explore Voice Workforce Management (WFM) Quality Assurance (QA) Future UpdatesWhile we are excited about this launch, please note that some features may not yet support Slovak and Ukrainian. However, we are actively working on expanding language support for additional fea

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 feedbackThis 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 o

I'm testing out EAP Engagement Reporting and noticed no matter how many message I send as the agent from the interface through Messaging (and I went back and forth between the agent and diner for a while), both agent_message_count and agent_replies_count are always 0 in the response I get back both on the list engagements API and get engagement by ID. While we're at it, can you please explain what is the difference between agent_message_count and agent_replies_count? 

I don't know if this would even be possible but - I use the “Role Theme” which doesn't let me customize code. This has prevented me from using a couple of features (incl third-party) that I would really like to, but I don't think I am ready to go through the hassle of finding another theme that works for us as well as this one does.  As a Guide Admin using a theme that doesn't permit code customizationI want to be able to use Generative search in my Help CenterSo that I can take advantage of the latest awesome AI features without updating my help center theme 

We want to keep feedback as social and collaborative as possible, so we invite you to follow this community forum.If we see a topic of general interest, we'll post about it here and invite everyone to provide their feedback. Likewise, you're welcome to ask questions or provide feedback at any time through this topic. Suggested guidelines for giving feedbackWe value your feedback, no matter what it is. We encourage you to tell us what you like or 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 effort from everyone. Here are a couple of pointers that will help us understand your feedback and work with you to make this EAP even better: When you see something you dislike or see something you'd like improved, write it down and think about it for a little while. Try to be as clear as possible in your feedback; explain why y

There are a few requirements to be part of this Early Access Program (EAP): You must be on a Professional, Enterprise, or Enterprise Plus plan Messaging with the improved Messaging backend is enabled You must be an admin (this is the minimum provisioned role that will be granted access rights to OAuth applications) If you're interested in taking part in this EAP, fill out the signup form.

Can I test the EAP Generative Search via a non-live Guide theme acting as signed-in user? Unfortunately, I cannot leverage this Beta due to it requires signed-in users and our Help Center is public. This testing would allow me to test the Generative Search in the hopes that the GA release will be available for non-signed-in users. 

We’ve activated the Generative Search “Quick Answers” EAP for all the Brands in our instance about three weeks ago.  We like it!  Can we confirm that the bot is not only considering the content of the articles but also the Tags we’ve added to each article?  Is this the same sort of search logic that the Generative AI replies would do in the chatbot (AI Agents): taking in to consideration article content and tags?  I haven't had any luck finding this answer in any community posting

The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for eligible customers to access the engagements dataset. At the time of this EAP launch, only messaging and email events are supported with this API. However, there are plans to include events from Talk and bots so customers can get a holistic cross-channel view using this dataset in 2025.You can sign up for the EAP here. Learn more about how to use the API in our developer docs.What is an engagement?Engagements represent individual legs of agent interactions in the overall ticket lifecycle. Metrics start getting measured when an agent interacts with a ticket for messaging with active conversations (with an end user reply in the last 10 mi

 The quick answer result below is giving incorrect information. Spectra AV and Spectra OX are two completely different products. Per the screenshot, when I search “how do i reset my password for spectra AV” the quick answer incorrectly pulls from an article titled "Prisma: How do I reset my password for Spectra OX?" despite Spectra AV not being referenced anywhere in the article. Beyond that, the quick answer incorrectly starts with  “To reset your password for Spectra AV…” even though the instructions provided are for Spectra OX.  Can we get clarification on the quick answer model and what made it identify the wrong article and then provide the password reset steps for a completely different product than the one searched for.

With  {{generative_answers}} added to the SRP, I get this error when not logged in (anonymous).Uncaught (in promise) Error: Cannot find module './undefined.json'Any insight as to what is behind this? It works with logged-in users without any errors.

The generative AI search feature is exclusively available to users who have logged in to Zendesk. As we do not require users to sign in, the majority of our customers do not have access to this feature. Moreover, we may remove the ability for customers to log in at all, which would mean that this feature will not be accessible to anyone. Are there any plans to allow anonymous users to view the quick answers as we'd love all of our customers to take advantage of this generative AI feature?

Here’s a bit more about the open beta, incorporating the recent architectural improvements:1. What is the Enhanced Facebook Integration Open Beta?The Enhanced Facebook Integration Open Beta is an opportunity for customers to experience the latest improvements to our Facebook channel integration. This includes key architectural enhancements designed to streamline processes, reduce latency, and improve platform responsiveness. Key features include: Lower Latency: We're streamlining processes to reduce latency and improve the overall responsiveness of our platform. Removal of the 7-Day Limit for Older Posts: Users will now be able to access and capture posts older than 7 days, enhancing archival and retrieval capabilities. Enhanced Ad Support: Expanded support for various ad types, empowering users with more effective ad strategies. Improved Stability

Generative search in the Help Center currently requires users to be signed in to access this functionality. However, we do not require users to log in to access our self-service content for the following reasons: It would necessitate significant customer education. It would hinder our ability to capitalize on SEO. As such, we are unlikely to implement this requirement for our customers. Please update the functionality before release so that anyone accessing our Help Center can use Generative Search. Thank you! For similar feedback, please see the comments section of these posts: How can I provide feedback for the Generative search in Help Center EAP?

There are a few requirements to be part of this EAP program: You need an account that has the Zendesk Support Product activated.  You are a Zendesk admin If your account meets these prerequisites, fill out this form to sign up for the EAP program. After you sign up and we confirm you are eligible for the EAP, we'll notify you via email when Modern Ticket Reassignment for Solved Tickets is activated in your account! *** Sign-ups for this EAP are currently closed until further notice.