Announcing Type-ahead Filtering in Knowledge

Announced on	Rollout starts	Rollout ends
December 12, 2022	December 12, 2022	December 16, 2022

We are excited to announce type-ahead filtering in Knowledge in the Agent Workspace. You can apply filters to Knowledge search by typing a filter keyword or value in the search field. 

What is changing?

We are providing you with a new way of applying filters to Knowledge search. You can now type a filter key or value in the search box to get suggestions of all matching filters. Type-ahead filtering is only available for Content type, Brand, Language, and External content. It is not available for Article placement. You can continue using the filter icon to access all filters. See Searching, linking, and quoting content in tickets.

Why is Zendesk making this change?

When you start using Knowledge in the Agent Workspace, you need time to learn how search and filtering works. At some point a filter selection becomes a repetitive task. With type-ahead filters, experienced agents can decrease time spent on filter selection while searching for knowledge content. This increases overall agent productivity. 

What do I need to do?

The change will be automatically rolled out to all accounts that have Guide and Agent Workspace enabled by December 16.