Starting May 5, your Zendesk Help Center gets a powerful new feature: AI-powered generative search. End users will find answers faster and more easily.
1) What is generative search?
Generative search uses artificial intelligence to deliver relevant, automated answers at the top of search results. Users don’t have to browse multiple articles to find what they need.
The technology is using generative AI, which scans your Help Center content and extracts the most important information. The result is a faster, more efficient support experience for your customers.
2) What do you need to know?
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The feature will be available starting May 5.
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It is automatically enabled if you're using a standard Help Center theme.
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If you prefer not to use the feature, you can easily disable it in your settings.
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If your theme was customized before March 25, 2025, you'll need to add the update manually to enable AI search.
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AI search uses your existing help center content. It doesn't create new articles but extracts and summarizes relevant information.
3) What does this mean for you?
When your customers search for help, they instantly receive a relevant, accurate AI-generated answer based on your existing help center content. This means:
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Faster support for customers: No need to click through multiple articles. The answer appears directly in the search results.
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Fewer support requests: As more users find what they need on their own, your team saves time and resources.
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Improved customer experience: The Help Center feels more intuitive and modern.
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No maintenance required: The feature is automatically enabled and uses existing content.
4) How to maximize the effect
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Make sure your help center articles are clear and up to date.
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Use relevant keywords in titles and body text to improve search visibility.
Are you using a custom Help Center theme and need help enabling generative search?
We can assist you with implementing the necessary changes to ensure the feature works seamlessly in your setup.
