Configuring the context panel in the Zendesk Agent Workspace

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  • Óskar Ómarsson


    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.


  • 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)

  • 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.  

  • 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


  • 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.
  • Tobias Hermanns



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


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