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Configuring the context panel in the Zendesk Agent Workspace



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Lisa Kelly

Zendesk Documentation Team

Edited Jan 30, 2025


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24 comments

Hi,

Is there a way to force the context panel to be open at all times?

We are trying to remind our agents to be on the look out for previous interactions with requestors, but it seams like it is easy for them to forget this great feature in the context panel as it appears to close automatically in some situations.

Regards
Oskar

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Sabra

Zendesk Customer Care

Hey, Oskar, great question! Right now, the Context Panel will be open/closed based on its previous state in the last ticket you were viewing. If you would like to see a feature in the future for forcing the panel open, and being able to configure which context it is opened to, I would recommend leaving feedback in our community page here: Feedback - Ticketing System (Support)

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Hi Sabra, thanks for getting back to me on this. I'll submit this, but I have to report that even though I never close this panel I often find it to be closed when i open up a ticket. That is strange and I wish I could prevent that, or the default state would be to be open.  

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I have turned off the option for Community Posts in the content sources section of the Context Panel settings but they continue to appear when searching in the knowledge context panel. 

 

I have to go to the context panel filters > Content Type > select articles, even though that is now the only option

 

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Dane

Zendesk Engineering

Hi Bill,
 
Due to the nature of this concern, I have created a ticket for you. Please wait for my update via email and let's continue from there.

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Hi,

 

i have it different, I enabled Community, but I don´t see any Community search results, always "0".

 

Thanks.

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Lisa Kelly

Zendesk Documentation Team

Hi Tobias
If you're having a problem with community search results in your account, contact Zendesk Customer Service, so they can help you. 

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Our agents are frustrated by having only 10 search results and are asking to be able to see more via pagination, like they can directly on the site itself. Is that something that can be configured in the KCP?

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Sabra

Zendesk Customer Care

Hey Joel - Great question! Right now we don't have configurability to show move results in the panel, but I encourage you to leave this as feedback here: Feedback - Ticketing System (Support)

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It only allows me to use the main brand for creating an article - when we have a ticket open in another brand we no longer have the template there? Is there somewhere to apply this to all brands?  Thanks, Nikki

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I had the wrong template name in the other brands.  All good now thanks.

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Hi

Some agents get the "You don't have access" message if they use the "Knowledge" search feature (= "book" icon of Control panel):

All of the agents belong to same team and have the same configuration settings. For most agents it works as expected, for some do not and they have no access. 

Please can you let us know what we can check in addition to figure out why it does not work for some agents?

Cross reference:
Same topic of failing access (but not solved) is present in this Zendesk article:
https://support.zendesk.com/hc/en-us/articles/5581313653530

P.S.:
We had the former "Knowledge Capture" app in use and this worked fine for all agents in the past. We have deactivated the "Knowledge capture" app (as advised by Zendesk) when we moved to the new "Agent Workspace" with the integrated "Knowledge search" feature and "book" icon.

Thanks
Juergen

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Lisa Kelly

Zendesk Documentation Team

Hi Juergen, Contact Zendesk Customer Support so they can help you with your issue. 

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Is there any way to visually differentiate between Brands? We've configured the Context Panel to show results from both our internal and customer-facing support centres and we've amended permissions so that links from our Internal support centre can't be shared within tickets, but the feedback from our agents is that it's not immediately clear which is which. 

Is there any way that we can make this difference more apparent? 

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Arianne Batiles

Zendesk Customer Care

Hi D.Fitz,

It seems to me that you wanted to customize the context panel UI and add a way to specify the brand of the article. There is a Default filters section within the panel that you can configure and specify the brand or language. This particular section serves as the simplest way where your agents can verify the brand. Beyond this point, we still do not have a way to customize the UI.

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Hello,

When using the context sidebar to view side conversations, there is no 'bubble' for the count, except for when there are unread conversations. If you're not using the context menu for side conversations, it always shows the number in a gray bubble with the number of side conversations, and then the bubble goes blue(?) when you have unread ones.

This means that our support staff would have to change to the side conversation view in the context sidebar, or scroll through the whole ticket to see if there are any side conversations, which is way slower than just seeing the count bubble on top of the ticket.

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Lisa Kelly

Zendesk Documentation Team

Hello Newport IT, thank you for taking the time to share your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started or you can copy and paste what you have originally written here. Thank you and we appreciate your feedback!

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Hi,

We keep getting the following message: "We couldn't find any suggested content for this conversation."

However, we have articles for agents in Guide which all words correspond in tickets.
It's unfortunate to close "Knowledge Capture" because it works better.

Thanks in advance.

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Lisa Kelly

Zendesk Documentation Team

Hi Arnaud
From the screen capture you provided, it looks like you're searching for the term "content suggestions." Have you tried searching for other words that are included in your Knowledge base articles? If so, you should get matches. If not, contact Zendesk Customer Support so they can help you with your issue. 

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Hi Lisa Kelly

No match on searched's words article. I will contact Zendesk Customer Support.
Thank you so much.

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Hello,

Is there a way to display “organization fields” directly in the Context Panel?

Indeed today the agent has to click on the organization name to be redirected. But the information isn't accessible directly from the ticket

Thanks for your help

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HI.

The link Activating and deactivating side conversations in the context panel. and this feature on this support page has to be updated. From now the side conversations are on context panel and can't modified anymore.

Maria

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Colleen Hall

Zendesk Documentation Team

Hi Maky , thank you for catching this. I've updated the article.

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