While working on tickets, agents can access the help center through the knowledge section in the context panel (see Searching, linking, and quoting content tickets using 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. Use the following table to compare using the Knowledge section in the context panel or the Knowledge Capture app, and see which best suits your needs. 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 |
| 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 |
| Creating articles | Y | Y |
| Ability to link content with a single click | Y | Y |
7 Comments
For the roadmap items, is there a more specific timeline? Specifically for flagging/commenting/creating.
Hi @...,
Article flagging is now available in Knowledge in the Agent Workspace. Read more Flagging articles in Knowledge.
Is there a public facing roadmap for Guide?
Hello @...,
We don't have a public roadmap that will list out a year of updates to expect with listed dates.
I would recommend subscribing to the announcements section of the help center, which will be your best source for product releases and updates.
We also have our product feedback forums where our Product Managers comment and update user feedback from the community.
Best regards.
Thanks @..., I certainly would not expect something to that detail. That is not practical given all of the variables. However, a high level, Now, Next, Future would help us in planning and build out of Zendesk.
Is there any way to use rapid resolve with Knowledge in the context panel?
Also, could you add the possibility to just COPY the LINK to the article? Not to paste it into the composer?
The new composer allows pasting links directly on top of Text, so having the ability to simply copy the link to the knowledge article would help immensely with productivity for our agents.
Hi Shayan Moussawi,
Thank you for your idea about copying the link! You are right rapid resolver is not available for Knowledge.
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