Generative search in Zendesk: what does this AI read, and can you turn it off?
Checked on October 28, 2026 by verification chain vchain-1
Whether it is on by default is not yet verified; whether it can be turned off is not yet verified.
The facts, edition by edition
| All editions | |
|---|---|
| What the AI does | Search “Generative search” “Apart from copilot and AI agents, we offer additional generative AI features that complement your experience, such as generative search.” “such as generative search” “Surface instant, accurate answers at the top of search results. AI draws from your trusted knowledge sources to give users a seamless search experience without sifting through articles.” “Surface instant, accurate answers at the top of search results.” [2] dated copy |
| Model | Not yet verified |
| What it reads | Not yet verified |
| Where the data goes | Not yet verified |
| Trains on your data | No “These features leverage large language models (LLMs) developed by third-party vendors, which are not trained on Zendesk data.” [3] dated copy |
| On by default | Not yet verified |
| Can be turned off | Not yet verified |
| Billing | Included in the license “Zendesk offers a set of tools in the Suite, free of charge, as well as a robust set of tools in the Copilot add-on, available for purchase.” “Zendesk offers a set of tools in the Suite, free of charge” [2] dated copy |
| Feature type | Not yet verified |
| Frameworks the catalog links to it | Not yet verified |
All editions
- What the AI does
- Search “Generative search” “Apart from copilot and AI agents, we offer additional generative AI features that complement your experience, such as generative search.” “such as generative search” “Surface instant, accurate answers at the top of search results. AI draws from your trusted knowledge sources to give users a seamless search experience without sifting through articles.” “Surface instant, accurate answers at the top of search results.” [2] dated copy
- Model
- Not yet verified
- What it reads
- Not yet verified
- Where the data goes
- Not yet verified
- Trains on your data
- No “These features leverage large language models (LLMs) developed by third-party vendors, which are not trained on Zendesk data.” [3] dated copy
- On by default
- Not yet verified
- Can be turned off
- Not yet verified
- Billing
- Included in the license “Zendesk offers a set of tools in the Suite, free of charge, as well as a robust set of tools in the Copilot add-on, available for purchase.” “Zendesk offers a set of tools in the Suite, free of charge” [2] dated copy
- Feature type
- Not yet verified
- Frameworks the catalog links to it
- Not yet verified
To turn it off
- All editions: Not yet verified
Frameworks the catalog links to it
Linked frameworks will appear once the reference set is published.
- All editions: Not yet verified
Sources
- Zendesk Pricing Plans, Zendesk, October 28, 2026
- Overview of Zendesk AI offerings, Zendesk, October 28, 2026
- Generative AI at Zendesk, Zendesk, October 28, 2026
Change log
No change since first publication.
This fact sheet says nothing about your setup: the free readout, in French for now, reads it in your tools.