Attention: Zendesk has renamed our bot capabilities. Answer Bot is now Zendesk bots, Flow Builder is bot builder, and Article Recommendations are autoreplies. For more information on this change, see this announcement. For customers on legacy Support Suite plans, or the standalone Zendesk Support + Guide package, autoreplies with articles are called Article Recommendations.
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 |
| Type-ahead filtering | 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 |
| Creating articles | Y | Y |
| Requesting articles | Y | N |
| Ability to link content with a single click | Y | Y |
10 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.
Hi Zendesk Team. I just want to know how the search is done in the knowledge context panel. For the context panel. For the knowledge capture app, I know that the ticket subject is used in the search query, but in the context panel, the results are the same even if I change the ticket subject.
If the search is done boy the ticket content (comments) there is a set of rules to understand this behavior? Public comments? Private notes?
Thank you
Hi Diego,
Knowledge search is based on the last ticket requestor reply and the ticket subject.
Loving the new panel :)
Adding a plus-one to @Shayan's request for the ability to copy the direct link, hyperlink is great, but we often modify the hyperlink's text to fit in a sentence properly. We'd also love to be able to add tracking parameters to the links generated.
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