Private - To be launched

We warmly invite you to communicate any type of feedback with us, whether it is related to functionality or bug reports, within the community topic Modern Ticket Reassignment for Solved Tickets. This is an EAP feature and therefore there might be some bugs. When you describe a bug, please provide steps to replicate the problem you are experiencing. Doing so will help us to identify and resolve the issue.

Feature Release Summary: Enhanced Solved Ticket ReassignmentZendesk is excited to announce the release of an enhanced Solved Ticket Reassignment feature, designed to give our customers more control over their ticket management workflows. This feature addresses a long-standing challenge related to the handling of solved tickets when the assigned agent is removed from a group or downgraded to an end-user status.Previous ChallengeTraditionally, when an agent solved a ticket and was later removed from the group, the ticket was reassigned to the admin performing the removal (provided they were in the same group) or, if not, to the oldest agent in that group. Feedback from our customers indicated that this approach could lead to confusion and did not meet all administrative needs. New Reassignment OptionsWith the development of per-group setting

Upon trying to add this {{generative_answers}} code to our custom theme, I'm getting the following error: 1 error'generative_answers' does not exist

Not product feedback  , but I'm being redirected back to the help center home page when I attempt to perform this step (specifically click on "Quick answers").  As a result, I can't view nor check the box on step 3 below.  

Generative search in Help center enable end users to see AI-generated answers directly within the search results page when they search. This means less time spent clicking and reading through articles to get the answers you need. The way it worksWhen a phrase or question is entered into the search query field, Generative Search provides a quick answer right at the top of the search results. Users can still access the full articles for more detailed information, but for many queries, the immediate answer will suffice. For more information see  Product documentation: Generative search for help center (EAP) Announcement: Announcing generati

Sign up nowYou can sign up for the EAP here.We expect to enable the feature for the first participants from Monday April 22nd 2024.We would love your feedback!This is an Early Access Program and we expect that there may be some bugs in the system. We'd appreciate any feedback and reproduction steps if you run into unexpected issues.See How can I provide feedback for the Generative search in Help center EAP? for more details on how to leave feedback.We are looking forward to it!