Searching for help center content relevant to tickets from Agent Workspace

What's my plan?

Agents can use the knowledge section in the context panel while working with tickets to get information and answers relevant to the ticket they're working on.

The knowledge section automatically provides suggestions relevant to the ticket you're viewing. You can also manually search to find content relevant to the issues raised in the ticket. The knowledge section search uses the same search technology as the help center search.

Search results include articles and community posts from your help center. On Enterprise plans, if federated search is configured, external content is also included in search results.

This article covers the following topic:

• Searching for content in the knowledge section

Searching for content in the knowledge section

You can use the knowledge section in the context panel to search for and filter content relevant to your ticket.

To search for content in the knowledge section

1. In a ticket, click the Knowledge icon () in the sidebar to open the knowledge section.
2. Click the Search icon () in the knowledge section.

   Default search filters are applied, but you can remove individual filters as you like. You can ask an to change the default search filters, if you find you're always changing them.

3. If you want to narrow the scope of your results, click the Filter icon () next to the search bar, then select a filter and sub filter. Alternatively, if you know a filter's name, start typing the filter name, then select the filter directly from the search box.

   The following options are available (type-ahead filter names are in code format):

   • Content type (Type): Filter by article, post, or external content type (if configured).
   • Brand (Brand): Filter based on a specific help center brand (if you support multiple brands).
   • Article placement (no type-ahead name): Filter based on a specific help center category or section.
   • External Source (Source): Filter based on external content sources (if configured).
   • Language (Language): Filter by one of your supported languages (if you support multiple languages).

   A filter tag is added under the search box for each filter. You can remove individual filters as you like or click Clear filters to remove all filters.

4. Enter your search term, then press Enter.

   The use of double quotes (") is not supported. Search results appear with icons indicating the content type.

   

5. Click the Filter icon () next to the search bar to refine your search results.
6. Click any of the search results to preview the content in the knowledge section.

   Click the Open in Help Center icon () to view the content in another tab.

7. When you find the content you're looking for, you can take any of the following actions:
   • Link to, quote, and pin content content to the ticket.
   • Flag help center articles that contain inconsistencies or mistakes. When an agent flags an article, a ticket is created.
   • Create or request articles for knowledge gaps in the help center.