September 12, 2022
September 12, 2022
September 14, 2022
We are excited to announce new filter settings for the search in Knowledge. You can customize default filter values so the content in the knowledge section will be pre-filtered according to your business needs.
What’s changing, and why?
Previously, search results in Knowledge in the Agent Workspace were filtered by ticket brand and requestor language by default. It was a simple and straightforward approach but unfortunately, didn’t meet everyone’s needs. In some cases, agents removed all default filters and applied new ones each time they worked on a ticket. We want to provide you with flexibility to configure default search filters so agents can avoid unnecessary repetitive actions.
With the new experience, your account admin can customize the default filters for Knowledge that are shared across the account. You will see these filters applied when you open the knowledge section of the context panel. You can still remove or modify filters when you perform searches. See Configuring the default search filters for Knowledge in the context panel.
How will this affect me?
The default search experience in Knowledge remains the same. If your Zendesk account admin hasn’t modified the filter settings, content in Knowledge will be pre-filtered by ticket brand and a requestor language. However, if you have federated search pre-configured and you want to have external sources as default filters, the account admin should add them to the default filters list.
What do I need to do?
The feature is available to all accounts that have the Agent Workspace and Guide Professional or higher plan.
Hi, we don't have the new setting - is the rollout delayed?
The feature is available for Suite Growth and higher (or Guide Pro and higher). Read more Searching, linking, and quoting content in tickets. If you have a plan that includes the feature but still don't see the filter settings, please submit a ticket so we can look at your account.
The feature is indeed an improvement.
Why it is limited to Suite Growth or Guide Pro makes no sense to me though.
The feature would be better, if one would be able to set filters based on Ticket brand/Group or agent role even.
Can I do this differently per brand? I like the default filters for some brands and not others. We have multibrand on our account.
Yes, you can filter it using specific brands.
Thanks Dane we have multibrand and I can't see how we can set the defaults per brand. I can do one brand of the options as you show above, but not setting different defaults for each of our brands
Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
Hi Kelsey Davis,
It is on our roadmap to support even more flexible default filters configuration. We are planning to add Knowledge filters settings to the Contextual Workspaces. You will be able to configure filters for every brand or any other condition that Contextual Workspace can provide. Do you think it can solve our use case?
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