About Knowledge in the context panel and the Knowledge Capture app

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9 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 - Community Manager
    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.

    0
  • 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

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