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Atanas
Atanas
Contributor
April 9, 2026
Under review

Product Feedback: Quick Answers (Knowledge)

Related products:Knowledge
  • April 9, 2026
  • 3 replies
  • 115 views

Hi Team, we have a couple of suggestions for the generative search feature in the Knowledge product that we hope will improve the experience for admins.

  1. {{generative_answers}} placement validation

    When using a custom Zendesk theme, enabling Quick Answers requires manually inserting {{generative_answers}} into search_results.hbs. While the system correctly flags some incompatible placements with an error, it does not consistently catch each placement — allowing the template to be saved and published with no warning while feature silently stops working. This primarily affects admins responsible for theme configuration.

    The system should consistently validate all placements of {{generative_answers}} in search_results.hbs and prevent saving or publishing when an incompatible location is detected.

  2. Generative search usage
    Usage tracking for Generative Search is currently available in Admin Center under Account > Usage > Summary. However, the data is aggregated at the account level and lacks the granularity needed for multi-brand instances. This affects admins and stakeholders who need per-brand visibility to make informed decisions about feature adoption, capacity and performance.
    Without brand-level usage breakdowns, it is not possible to understand how different brands within a multi-brand instance are consuming the feature, making it harder to attribute usage, optimise content, and plan for scaling.
    The ideal solution would be to add a detailed usage table within the Generative Search section showing monthly consumption broken down by brand, covering at least the trailing 12 months broken down by month — enabling admins to compare brand performance, and make data-driven decisions over time.

Looking forward to see these improvements in a future update. 

Thank you. 

    3 replies

    Shawna James
    Shawna JamesCommunity Manager
    Community Manager
    July 28, 2026
    Updated idea statusFeedback submitted→Under review
      Tetiana Gron
      Tetiana GronProduct Manager
      Product Manager
      August 7, 2026

      Hi ​@Atanas! Thank you for feedback! I’ll cover the second question. You can see the detailed usage of quick answers. Please check Analyzing quick answers results. Thanks. 

      Patrycja Walencik
      Patrycja WalencikProduct Manager
      Product Manager
      August 10, 2026

      Hi ​@Atanas 

      Thanks for sharing this feedback with us, I checked this with our engineering team. The {{generative_answers}} helper is only supported in specific placements within search_results.hbs, and our validation should prevent the template from being saved when the helper itself is placed in an unsupported location.

      Since you’re seeing cases where the theme can still be saved and published without a warning, but the feature then stops working, we’d like to take a closer look at the specific theme configuration. With custom themes, styling or other customizations around the helper may also affect its behavior, and these cases can be difficult to identify through placement validation alone.

      Would you mind opening a support ticket with an example of a configuration where you’re seeing this behavior? This will allow us to investigate the theme and understand whether there’s a gap in our validation or something else affecting the helper.

      If possible, it would also be helpful to include whether the issue was visible when previewing the theme before publishing.

      Thank you 

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