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.
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.
- In a ticket, click the Knowledge icon (
) in the sidebar to open the knowledge section.
- 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.
- 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.
-
Content type (
- Enter your search term, then press Enter.
The use of double quotes (") is not supported. Search results appear with icons indicating the content type.
- Click the Filter icon (
) next to the search bar to refine your search results.
- 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.
- 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.
37 comments
Tetiana Gron
Hi Sean Morrissey!
We have recently released a feature that allows you to set default filters based on the organisation via contextual workspaces. See Announcing Knowledge search settings in contextual workspaces.
0
Ramakrishnan N
Hello,
I am trying to use the new knowledge section in the context panel of the ticket form. When I type a word/phrase in the Subject field, an article that I have created containing the word is displayed in the knowledge section. However, if I delete the word and type in another word in the Subject field, the knowledge section doesn't show the article that is relevant for the new keyword. Am I missing some configuration here?
0
Paolo
It could be a cache issue so I'd recommend clearing your cache and cookies first. If the issue still persists, kindly replicate the issue again and generate a HAR file. You may follow the guide here: Generating a HAR file for troubleshooting. Once the HAR file has been generated, reach out to our Support Team and send the HAR file for further checking.
Best,
Paolo | Technical Support Engineer | Zendesk
0
Ryan Boyer
I've opened up a previous ticket regarding this (11638604), but I wanted to also point it out here. The line “The knowledge section search uses the same search technology as the help center search" is not entirely accurate. For example, doing a search in double quotes in the help center vs the knowledge section does not produce the same results. Can there be more information on how the search between the help center and knowledge section is different?
0
Trent Whalan
Can the Knowledge section be moved to within the reply/note section along with the formatting text, emoji, attachment & link options?
- Replacing the previous app that was available.
It would be helpful if we could lookup articles within the reply/note that we are working on without changing the context panel open.
I prefer having the Apps section open in the Context Panel so I can review linked tickets, jiras and time worked etc.
It's a very clunky experience needing to switch apps in the context panel to look up an article that could previously be done within the reply/note section itself.
0
Tetiana Gron
You can use keyboard shortcuts to navigate between sections of the context panel:
ctrl + alt + k
to toggle knowledge andctrl + alt + l
to open knowledge search. Read more Viewing and deactivating keyboard shortcuts.You can also modify layout of your ticket view using Layout builder. Read more About custom layouts with layout builder.
0
Ann Le
Hello, my request is for a simple filter that allows you to filter by external or internal articles (with the lock icon). Right now, ZD only allows for this by a workaround of creating a contextual space to filter my category/section , therefore forcing the HC structure to be structured in a very specific way.
Thanks!
0