While working on tickets, agents can access the help center through the knowledge section in the context panel (see Searching for content in the knowledge section) or using the Knowledge Capture app (see Opening the Knowledge Capture app).
If you have Agent Workspace enabled on your account, Zendesk recommends using the knowledge section in the context panel when you can. Based on the knowledge actions you need to take, use the following table to compare using the knowledge section in the context panel or using the Knowledge Capture app. You can have both tools enabled simultaneously and use them as needed.
|Feature||The knowledge section in the context panel||The Knowledge Capture app|
|Recommended tool for customers using the Agent Workspace||Y||N|
|Having AI powered article recommendations from the help center||Y||Y|
|Finding search results from community forums||Y||N|
|Filtering search results||Y||N|
|Configurable default filters in Knowledge||Y||N|
|Quoting content with a single click||Y||N|
|Finding search results from Federated Search (external content)||Y||N|
|Flagging/Commenting on content and providing feedback||Y||Y|
|Pinning content to tickets||Y||N|
|Ability to link content with a single click||Y||Y|