Announcing the context panel and Knowledge in the Agent Workspace

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12 Comments

  • Dave Dyson
    Zendesk Community Manager

    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.

    1
  • Janine Deegan

    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!

    1
  • Tetiana Gron
    Zendesk Product Manager

    Hi Jacob Hill,

    It is not possible at the moment but it is on our roadmap. 

    1
  • Tetiana Gron
    Zendesk Product Manager

    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. 

    1
  • Dpto. Informática

    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

    0
  • CJ Johnson

    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. 

    0
  • Tetiana Gron
    Zendesk Product Manager

    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. 

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Janine,
     
    You can edit the search filter by clicking on the filter button from the search article button.
     

     
    Thank you!
     
     
    Kind regards,
    0
  • Jacob Hill

    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.

    0
  • Rudolph Beaton

    Thank you! That will definitely be helpful.

    0
  • Rudolph Beaton

    What's the hotkey for toggling to the Knowledge section?

    0
  • Dpto. Informática

    Step by step, thanks Tetiana.

    Unai Roiz

    0

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