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Hey folks - I work in Customer Support and I got a new job recently. I got them to get Guru because of the AI Suggest feature. I hear it’s being sunsetted in place of Enterprise AI.

AI Suggest was really helpful because it looked at everything on the screen and was incredibly accurate with the cards it suggested. Guru was a repository for bugs, internal troubleshooting, and a sync with our Zendesk Help Center.

I just watched the Enterprise AI Search webinar and it was only focused on using it for things like employees looking up how to do a certain process or asking questions in Slack. 

At my previous job and this one, we get quite complex tickets. The ability of Guru to read that and suggest cards was invaluable.

I’m not clear how this Enterprise AI Search will work with Zendesk tickets now, if it all. I haven’t been able to try it yet as I reached out to Guru support to trial the Enterprise plan for AI Suggest so I could show its value to the team and leadership. That’s when I was told that AI Suggest is being sunsetted. 

Please let me know if your team is using it with Zendesk and how it differs from AI Suggest. 

Thanks! 

 

Hi Siobhan! I see you had connected with my colleague in a Support Ticket on this topic. I’ll close out this Community thread here.

But for anyone who is following along- I’ll share some of that context below: 

AI Suggest hasn’t been fully sunset, but we’ve intentionally shifted our focus away from actively maintaining or enhancing it. What we’re investing in now is Enterprise AI Search and Knowledge Agents, which work through our browser extension and bring powerful, contextual AI answers directly into your workflow. 

Here’s the difference:

  • AI Suggest automatically scanned the content of a ticket within a specific platform, and surfaced Guru Cards that might help. While useful, it was limited to suggesting static content from Guru based on surface-level keyword matches.

  • Knowledge Agents, on the other hand, are purpose-built AI assistants you can configure to search across all your connected knowledge — not just Guru Cards, but also previous Zendesk tickets, Google Docs, Slack messages, and more. You simply type a question into the browser extension, and the agent does the research for you, pulling from all relevant sources to craft a clear, helpful response.

 

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