June 23, 2021
June 23, 2021
Zendesk is pleased to announce the context panel for the Agent Workspace. The context panel provides valuable information that agents can use to get a better understanding of their customers and solve tickets quickly. Additionally Zendesk brings Knowledge into the Agent Workspace. It allows agents to get all needed information from Help Center and Community Forums without having to leave the ticket view.
The context panel consolidates access for User, Knowledge, and Apps into a single panel in the ticket interface. You can open the following sections within the panel:
|User||View contact information about the customer and the customer’s interaction history.|
|Knowledge||Search for articles in your help center that might help your customers solve issues, view suggestions for articles and posts based on ticket content.|
|Apps||Open a list of public or private apps to help you solve tickets.|
See our help center articles for more information on Using the context panel, Searching, linking, and quoting content in tickets, and Configuring the context panel.
The context panel replaces the User and Apps tabs in the Agent Workspace.
The basic information included in the User and Apps tabs hasn’t changed, it’s just been upgraded to the new, improved interface, giving you a single location to view information about your customers.
Knowledge is a new section. It makes content from Help Center and Community Forums available in the Agent Workspace to provide a coherent experience that integrates our products.
Here are some highlights of the new knowledge section:
- Suggestions of the relevant knowledge powered by AnswerBot.
- Search and rich filtering across multiple Help Centers and languages, including articles and community posts.
- A better overview and reading experience with the article and post content placed next to the customer conversation.
- Inserting article and post links into conversations or quoting the most relevant portion of an article or post.
- Reporting of linking actions with the existing Knowledge Capture dashboard in Explore.
What do I need to do?
If you have the Agent Workspace enabled on your account, the context panel will be added to your account automatically. You don’t need to do anything.
Who is it available to?
The feature is being rolled out gradually over the next weeks to all accounts with Agent Workspace enabled. Customers see a context panel with User and Apps. Your account must have Zendesk Guide or Zendesk Suite to see Knowledge in the context panel.