Remember filters in Knowledge tab in the Context panel

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7 Kommentare

  • Tetiana Gron
    Zendesk Product Manager

    Hi Simon Blouner,

    Thank you for feedback! We are looking how we can improve default filters experience. 

    1
  • Ariel Kahn

    I second this!

    The Knowledge Capture App allows this and has more setting customization. Right now search defaults to a brand that we do not use KB articles from and we cannot change the default filters or help center to search from. Because of this, the articles automatically suggested are irrelevant as well. We have reorganized some workflows for the new agent workspace, and if Knowledge in the context panel is going to be replacing the Knowledge Capture App soon that's a real forced loss in productivity. 
    Would love to see one of the following solutions prioritized: 

    1. A way to set the default help center/brand to search in the knowledge context panel
    2. A way to restrict which help centers/brands are searched in the knowledge context panel
    3. Memory of selected filters across tickets, regardless of brand

     

    0
  • Austin

    Following this thread for updates. Would also love to see the features listed above by Ariel 

    0
  • Tetiana Gron
    Zendesk Product Manager

    Hi,

    I am happy to inform you that we have recently released settings for default filters in Knowledge. Read more Announcing Knowledge filter settings

    0
  • Simon Blouner

    Hey Tetiana Gron

    Is the roll put delayed?

    We do not have it available on pod 17, but on pod 23 and 29 it is available. 

    0
  • Ryan Boyer

    While the update to the default filters is helpful, we need the ability to have agents preset their own individual filters and have that saved in their own workspace. We have segments of agents that reference certain sections of content (i.e., article placement). Thus, them having to select the correct article placement filter each time with each specific section is cumbersome when it should remember an individual agent's settings.

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey everyone, 

    I just wanted to share Tetiana Gron announcement around updates to knowledge search in contextual workspaces: Announcing Knowledge search settings in contextual workspaces 

    Thanks for taking the time to share your feedback with us!

    0

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