About knowledge in the context panel and the Knowledge Capture app

Return to top

13 Comments

  • Amber Barnes

    For the roadmap items, is there a more specific timeline? Specifically for flagging/commenting/creating. 

    1
  • Tetiana Gron
    Zendesk Product Manager

    Hi @...,

    Article flagging is now available in Knowledge in the Agent Workspace. Read more Flagging articles in Knowledge

    0
  • Chris Wiggins

    Is there a public facing roadmap for Guide? 

    0
  • Devan La Spisa
    Zendesk Community Manager

    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.

    0
  • Chris Wiggins

    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. 

    0
  • Shayan Moussawi

    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.

    1
  • Tetiana Gron
    Zendesk Product Manager

    Hi Shayan Moussawi,

    Thank you for your idea about copying the link! You are right rapid resolver is not available for Knowledge. 

    0
  • Diego Garcia

    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 

    0
  • Tetiana Gron
    Zendesk Product Manager

    Hi Diego,

    Knowledge search is based on the last ticket requestor reply and the ticket subject. 

    0
  • Jake Bowen

    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.

    2
  • Ryan Boyer

    Can this article be updated so that it clearly states that Rapid Resolve is not a feature of the context panel? This is something we recently discovered and it would be helpful to have that called out since it's called out in a comment here https://support.zendesk.com/hc/en-us/articles/4408836451610/comments/4737285893402.

    0
  • Jennifer Rowe
    Zendesk Documentation Team
    Thanks for reporting this, Ryan! We've updated the table for Rapid Resolve. 
    0
  • Allison Cloyd

    Re federated search - is it possible or are there plans to allow users to plug in other sources to search? Perhaps internal wikis, specific sources we'd like the team to reference?

    1

Please sign in to leave a comment.

Powered by Zendesk