Configuring the context panel in the Zendesk Agent Workspace

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16 Comments

  • Óskar Ómarsson

    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

    1
  • 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)

    1
  • Óskar Ómarsson

    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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  • Bill Decker

    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.
    1
  • Tobias Hermanns

    Hi,

     

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

     

    Thanks.

    0
  • 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. 

    0
  • Joel Sandi

    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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  • Nikki Stockton

    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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  • Nikki Stockton

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

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  • Jürgen Wagenbach

    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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  • D.Fitz

    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.

    0

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