SearchUnify Q1 ’26 Release: Smarter Workflows. Clearer Insights.

We’re kicking off 2026 with a release focused on making AI more measurable, workflows more seamless, and decision-making more data-driven across support operations. This update brings deeper analytics, stronger AI integrations, and meaningful enhancements across SearchUnify, Agent Helper, and the Agentic AI Suite.

Here’s what’s new

Core Search

Engagement Trends for SearchUnifyGPT™
Gain visibility into how users interact with AI-generated answers over time, including engagement with responses, citations, and copy actions across monthly and quarterly views. This makes it easier to identify what’s working, refine knowledge strategies, and continuously improve self-service experiences.

AWS Bedrock Integration (BYO-LLM Expansion)
Expand your LLM ecosystem with AWS Bedrock support, giving teams the flexibility to align AI deployments with internal compliance, performance, and cost requirements while maintaining control over their AI stack.

Jira ID Search Recognition
Quickly locate Jira tickets using exact IDs, eliminating ambiguity in search results and enabling faster access to the right issues when time is critical.

Stable A/B Testing (Controlled Vectorization)
Run more reliable A/B tests with consistent vector snapshots, ensuring that performance comparisons across search variants are accurate and actionable.

Contextual Search Tips (Hybrid Search)
Search tips now dynamically adapt based on search mode, guiding users toward more effective natural-language queries in hybrid search environments and improving the overall relevance of results.

Agent Helper

View Case Resolution (Inline)
Access resolution details from related cases without leaving the current workflow, helping agents quickly understand how similar issues were resolved and apply that context instantly.

Tag Trends Analysis (AI-driven insights)
Track trending case themes, identify spikes, and uncover recurring issue patterns through LLM-generated tags, enabling teams to stay ahead of emerging problems.

MTTR Metrics (With vs Without AI)
Compare resolution times across cases with and without Agent Helper usage, providing clear visibility into how AI is influencing efficiency across support operations.

Agent-wise Adoption Overview
Understand how individual agents are leveraging key features, making it easier to identify power users, uncover adoption gaps, and drive more consistent usage across teams.

Response Assist to Salesforce Comments
Push AI-generated responses directly into Salesforce case comments without switching systems, streamlining workflows and reducing manual effort.

Dynamic Progress Loader
Get step-by-step visibility into AI processing with clear progress indicators, improving transparency and confidence while interacting with AI-generated outputs.

Knowbler

Edit Published Salesforce Knowledge Articles in Knowbler
Support agents can now edit published Salesforce Knowledge articles directly within Knowbler, removing the need to switch systems. While updates are being made, the live version remains accessible to end users, ensuring uninterrupted self-service. Once approved, the updated version replaces the existing article with proper versioning, and any outdated links to previous versions are automatically managed.
Additionally, analytics reports track shifts across draft, published, and shared articles, giving teams better visibility into knowledge lifecycle changes and usage patterns.

Send Back to Author with Contextual Feedback
Content reviewers can now send articles back to authors with detailed feedback, creating a more structured and transparent review loop. Authors receive clear inputs via Knowbler and email, making it easier to refine and resubmit content.
With feedback directly tied to analytics updates, teams can continuously improve article quality while accelerating review cycles and reducing ambiguity in collaboration.

Share Well-Formatted Ticket Comments from Knowbler (Zendesk)
Agents working in Zendesk can now compose and share rich, context-aware ticket comments directly from Knowbler. With support for formatted text, hyperlinks, and tagging, communication becomes clearer and more targeted without requiring platform switching.
By enabling agents to collaborate with internal teams and respond to customers from a single interface, workflows become more streamlined, reducing delays and minimizing the risk of errors.

Agentic AI Suite

Zendesk Support for AI Agents
Extend Agentic AI capabilities to Zendesk, enabling teams to leverage the same AI-powered workflows across platforms without disruption.

Downloadable QA Reports and Email-based Case Quality Scores
Simplify audit workflows with downloadable reports and automated case quality summaries delivered post-closure, ensuring consistent evaluation across cases.

Instruction Versioning for AI Agents
Experiment with agent configurations while maintaining access to previous versions, making it easier to iterate, refine, and manage AI behavior without risk.

Wrapping Up

This release is designed to help teams operate with greater clarity, move faster with AI, and make smarter decisions backed by real data.

Explore these updates, put them into action, and share how they’re shaping your support workflows.