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Announced on |
Rollout starts |
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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.
What’s new?
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:
| Icon | Name | Description |
|---|---|---|
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User | View contact information about the customer and the customer’s interaction history. |
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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. |
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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.
12 Comments
In case anyone else runs into this, a ton of my agents got a completely blank sidebar of apps until I disabled all available settings for this. That has temporarily fixed the issue.
What's the hotkey for toggling to the Knowledge section?
HI Rudolph, there currently are no keyboard shortcuts for accessing the Knowledge page in the Agent Workspace, but I'll make sure they're aware that there's interest.
Thank you! That will definitely be helpful.
When will reporting for this new Knowledge feature be available in Explore? We currently use the Knowledge Capture app data set to track searches, links, flags, and creation but unfortunately, we can't migrate over to fully use Knowledge until reports can be created. Thanks!
Hi Janine Deegan,
The events from both Knowledge and the Knowledge Capture app are reported under the Knowledge Capture dashboard. However, there is one known limitation with Knowledge reporting and we are working to resolve it.
Hi,
First of all say that this functionality is very interesting and makes agents much more productive, congratulations.
However, we miss seeing the attached files of the article and that they can be attached to the ticket directly. Do you plan to add these two features to the Knowledge?
Thanks for your support,
Unai Roiz
Hi Dpto. Informática,
We are planning to make attachments available in the articles. But linking attachments to the tickets is not included in our immediate plans.
Step by step, thanks Tetiana.
Unai Roiz
Is there any way that we can change the default search filters in the Knowledge pane? My folks need articles from two help centers, and it always defaults to one of the help centers.
Hi Jacob Hill,
It is not possible at the moment but it is on our roadmap.
You can edit the search filter by clicking on the filter button from the search article button.
Thank you!
Kind regards,
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