Setting up contextual workspaces



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Lisa Kelly

Zendesk Documentation Team

Edited Mar 19, 2025


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31 comments

I'm marking this ticket as Solved. I was just answering a customer's question in the article. 

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Hi Mathilde
Thanks for the feedback. As the article says: "When agents click Apply macros, they initially see a list of Relevant macros as defined by the contextual workspace." But, agent can then access all available macros for the ticket. If you want that changed, you can post your feedback on our Community site. Zendesk collects this feedback to inform product design decisions going forward. 

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Regarding the macros, it would be really helpful if there were a feature that allowed us to control whether agents can see all macros or only the ones added to a specific workspace.
 

We have very specific macros based on our partners, so it would be much more beneficial to have the option to show only certain macros for specific forms. This would help prevent agents from using the wrong macros.

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I just deployed a conditional workspace that is designed to pop out a section of an Agent Only branded guide articles for when a Jira is closed so that we can have articles to help the agents understand steps. 

 

1.  I have set up conditional workspace to anchor to this brand and section
2.  My default context panel settings for guide is to default to the ticket brand

These instructions will live in 1 brand but serve a dozen others.  What I am finding is that the suggested content is still aligning to the Brand of the ticket and my configs on the Contextual layout only apply to search.   I do not want them to search, I was hoping to anchor to a section that will cleanly display all the articles in that section.   I've even added labels and such to try to get these to show in Suggested content but it's not working.

Seems similar to Suzy's post a few up and the reply is exactly what I did but it did not yield the desired results.  Any advice?

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Coloquei uma condição básica:

Grupo é X

Usuário é Y

 

para enxergar 1 determinado formulário.

 

Não funciona.

 

O que há de errado?

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Hi Sarah
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.

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It would be ideal if we could filter by Role or viewer group to assign these. I'd love to have an admin workspace for example, or have an entire tier of support use a default layout even on tickets that aren't assigned to them. Having it based on the ticket conditions vs the viewer conditions limits the feature's usefulness significantly.

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Hi Suzanne,
 
Thank you for expressing interest in tailoring the contextual panel for your agents. It seems you are interested in pinning Guide articles within this area. I believe you can achieve this by following the guide I have shared below. Also, please ensure you have access to Zendesk Guide Professional or Enterprise, as these versions permit customization of the contextual workspace layout. If you're subscribed to the appropriate level, here's what you can do next:
 
  1. In the Layouts tab for the Admin Center, select Customized Layout
     
  2. Navigate to Manage Context Panel, look for Knowledge under Default Selection, and confirm your choice.
  3. After your adjustments are in place, set this configuration as the default. Then, proceed to the Contextual Workspace section within the Admin Center.
  4. Locate your newly modified workspace, click the ellipsis icon next to it, and choose the Edit option.
  5. In the editing menu, find the Knowledge tab and select the sections that you wish to showcase.
 
If this procedure aligns with your needs, excellent! If not, or if you're looking for something different, do let me know so I can provide further assistance. Thank you!

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Is there any chance that you could pin specific Guide articles to a contextual layout? 

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1263082195189 yes that option was missing - it is now available - it took a couple of days to show up for us. Thanks!

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