Knowledge in the Agent Workspace EAP

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11 Comments

  • Armen Saghatelian

    Is there anything similar coming for the tickets, i.e. filtering on hold and open tickets of the same customer through keywords in the filter?
    Now we check existing tickets from the user>interaction section, open them in a new tab, read the tickets to check if any of them are related to the new one.

    It would be great to be able to search existing tickets from within the Agent Workspace.

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  • Tobias Hermanns

    Is Knowledge in Agent Workspace EAP compatible with the Federated Search release?

    We plan to connect another Helpcenter with Federated Search (Third Pary) and want see search results in Knowledge EAP, possible?

     

    Thanks.

     

    /Tobias

    1
  • Kelsey Davis

    Yes, was about to ask the same as Tobias Hermanns ! 

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  • Kasper Sørensen
    Zendesk Product Manager

    We don't yet have the new federated search result in the Knowledge app, but it's coming later in the year. The two features are not incompatible though, meaning they don't negatively impact each other.

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  • Tobias Hermanns

    Hi Kasper,

    thanks good to know. 

    Can you enable our instance in the EAP? We still waiting (zyxeleurope).

     

    Thanks!

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  • Caylee O'Neill

    Hi Kasper,

    We have the KC app running alongside the Knowledge EAP at the moment.

    I'm noticing that the KC app is automatically suggesting knowledge articles based on the ticket title - however the KC function in the ticket text editor (magnifying glass), and the EAP Knowledge app are either suggesting different knowledge, or nothing at all.

    Why might that be? 

    Thanks!

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  • Tobias Hermanns

    I can confirm the same.

    KC APP and Knowledge suggesting different things from Top to Bottom.

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  • Kasper Sørensen
    Zendesk Product Manager

    The two suggestion mechanisms are NOT the same. There are many subtle changes that I cannot account for, but one example is that the new Knowledge app does not article comments in its search, because comments are not shown. The new search also includes community posts.

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  • Josh

    Definitely still need the ability to make suggestions like knowledge capture does. The agent can say "this wasn't right or this needs updated" on the article

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  • Matthew Feczko

    Our Guide was configured in American English (en-us), and we've left that as is becaue the URLs are used everywhere. But in Support, our agents are all localised on British English (en-gb). By default Knowledge app in agent workspace doesn't show any help articles because of the language difference, and for agents to find this, they need to search for content then clear the en-gb filter.

    Is there anyway that we can configure this so that we can get the knowledge articles to show up for all of our agents?

    Otherwise this is quite clunky for us. We have over 300 knowledge articles, and this is a significant blocker for us.

    Thank you

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  • A.J. Bouchard

    I see under the Filter button is the "Help Center" option. Clicking this, does it just give the list of brands to select from? It would be nice to be able to also filter by internal knowledge vs. external knowledge (which sometimes are in the same brand).

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