Some answers aren’t written down anywhere: a policy that lives in someone’s head, a workaround for a bug not yet fixed, a question your docs will never have a page for. Q&A lets you write the answer directly, and it reaches every surface — widget, ask portal, MCP, the Slack, Discord and Teams bots, the form deflector, the Zendesk sidebar and the public API — as soon as you save it.

​
Data ingested

A curated entry is indexed as a document, not a lookup table — so it is retrieved, reranked, scoped and cited exactly like a crawled page:
  • The question as both the document title and its first heading
  • Alternate phrasings, on a line beneath it
  • The answer
The question sits in the title because that is what gets embedded alongside the answer — which is how the next person’s wording of it finds this entry.
A written answer has no page to link to, so citations to one render as plain text rather than a link.

​
Write an answer

1

Open Q&A

In the dashboard sidebar, open Q&A, pick the knowledge base, and click New answer.
2

Write the question and the answer

Write the question the way a reader would ask it, and the answer in markdown. Both are indexed.
3

Add alternate phrasings (optional)

Up to 10, for the wordings you didn’t think of. Blanks, duplicates and anything that just restates the question are dropped.
4

Save

The entry is indexed immediately. Ask it in the Playground to confirm.
Writing answers needs the edit sources permission — a curated answer is content, like any other source. See Roles & Permissions.

​
Good to know

  • It’s a document, not a lookup table. Each entry is indexed exactly like a crawled page — retrieved, reranked, scoped by source group and client key, PII-masked, cited and rated. So one written answer reaches every surface at once, with no per-integration list to maintain.
  • No ranking advantage. It competes with your crawled pages on relevance alone, so a wrong page that already wins for a question may keep winning. Fix the page as well.
  • One answer per question. A second entry for the same question is refused; edit the existing one, which the dashboard links you to.
  • Disable, don’t delete. Disabling removes the document from the index and keeps the entry editable.
  • Citations render as plain text, since a curated answer has no page of its own to link to.

​
Where entries come from

Every entry shows its origin: An answer written from a knowledge gap flips that gap to Answered, so it stops being offered as outstanding work.

​
Keeping content in sync

Nothing to sync — there is no upstream and no Sync button. The document is rewritten from the entry every time you save it.

​
Troubleshooting

  • The entry isn’t retrieved? Check it’s enabled, then ask the exact question in the Playground. If a crawled page wins instead, sharpen the entry’s question or fix the page.
  • Two similar questions? Grouping is literal — “reset my password” and “password reset steps” stay separate. Use alternate phrasings on one entry instead.
  • Can’t find where to add one? The Q&A source is created for you on first use; there’s nothing to add under Sources.