We invite you to share any feedback related to functionality or bug reports within the community topic Zendesk EAP - Generative Search for Agent Workspace.
This is an EAP feature and therefore there may be some bugs. When you describe a bug, please provide steps to replicate the problem you are experiencing. Doing so will help us identify and resolve the issue.
Hi,
I received an email that the EAP for Generative Search has been enabled but I do not see it (quick answer) enabled from the KB capture section.
Hi @riah ,
Have you enable it in the context panel settings? See Activating generative search for Agent Workspace.
We launched this last week. It's really exceeded our expectations.
Only feedback is why would we have to enter the prompt for it generate an answer? Couldn't the Intelligence Summary auto trigger a quick response without a prompt or do it somewhat live while we are in a chat conversation and making recommendations?
What's working well already:
What could take it to the next level:
For context on that last one, we use apps (including our own custom app) on virtually every ticket, so the Knowledge panel will always require manually switching between the two panels. Knowledge Capture has served us well since it coexists with our other tools on the Apps panel rather than living on a different panel.
Ultimately, would love to see the AI-generated suggested answers in the ticket reply area become as smart as this feature. Great work so far!
Hello! I received the email saying that this Generative search EAP has been rolled out for our account, but I'm not seeing the option to enable it under the context panel settings. Is there a delay before the option will show?
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