The knowledge section in the context panel lets agents access your knowledge base and community forums, search for external content, and take actions related to content while working on tickets without leaving the ticket interface.
In the knowledge section of the context panel, you can take the following actions:
- Search for content from your knowledge base, community forums, and external sources to find content relevant to the ticket you’re working on.
- Link to, quote, and pin content from your knowledge base and community forums to the ticket.
- Flag help center articles that contain inconsistencies or mistakes while you're working on a ticket. When an agent flags an article, a ticket is created.
- Create or request articles for knowledge gaps in the help center.