| Suite | Growth, Professional, Enterprise, or Enterprise Plus |
| Support with | Guide all plans |
The knowledge section in the context panel lets agents access the knowledge base, community forums, and external content (if configured) and take actions related to content while working on tickets without leaving Agent Workspace.
This article contains the following sections:
About the knowledge section in the context panel
The knowledge section in the context panel gives agents access to the help center, including knowledge base and community content, while they are working tickets. On Enterprise plans, if federated search is configured, the knowledge section also displays relevant external content.
When an agent opens the knowledge section, suggestions matching the topic of the ticket and the last reply of the ticket requester appear, if there are any. When there is a new reply in the ticket conversation, the automatic suggestions are refreshed to include that reply. Automatic suggestions are not updated based on replies from the current agent working on the ticket.
For messaging conversations, if the messaging transcript has not yet posted to the ticket, the customer's latest reply will not yet be available. As a result, the automatic suggestions may not show relevant information until the messaging transcript posts.
An icon beside each item indicates whether it is an article, a post, or restricted internal content. On Enterprise plans, if federated search is configured, you will also see relevant external content.
Opening the knowledge section to access content
You can open the knowledge section in the context panel to find content relevant to your ticket and to take actions related to the content while working on tickets.
To open the knowledge section
- In a ticket, click the Knowledge icon (
) in the sidebar to open the knowledge section.The knowledge section opens with automatic suggestions, if there are matches. If there is no suggested content, you can click Search for content.
- Select any item in the list to preview it in the panel.
Click the Open in Help Center icon (
) to view the content in another
tab. - You can then take any of the following actions:
- Search for content to find content relevant to the ticket you’re working on.
- Link to, quote, and pin content content to the ticket.
- Flag articles that contain inconsistencies or mistakes. When an agent flags an article, a ticket is created.
- Create or request articles for knowledge gaps in the help center.
8 comments
Henrique Bagatini
Knowledge Capture app is MUCH better!! Why this? https://support.zendesk.com/hc/en-us/articles/6589414770074-Announcing-the-discontinuation-of-select-Built-by-Zendesk-apps
1
Francis Casino
I'm thrilled to inform you that you can indeed set up an internal knowledge base for your Agents to use. For more information, you can take a look at this article.
Have a great day!
0
Marcela Vieira Vingla
É possível ter uma base de conhecimento interna? Para o agente consultar, por exemplo, instrução de trabalho?
0
Jürgen Wagenbach
Hi
It has been already solved with the assistance of one of your support engineers.
The reason had been that the support agents have to be configured with an "Agent" permission for "Guide" too. If they just have "Viewer" permission for "Guide", it works for some and for some others not (surprisingly).
Regards
Juergen
0
Cheeny Aban
I created a ticket on your behalf so one of our Engineers can check your account and further help you with Knowledge search.
1
Jürgen Wagenbach
Hi Zendesk team
It seems that we have the same issue that some agents (working in the same support team with 100% same configuration) cannot access the "Knowledge" search of the "New Agent Workspace". They also get the error message "You don't have access":
Please can you provide any hint what configuration setting is relevant for this "You don't have access" account restriction?
I am running out of ideas ;-(.
Thanks
Juergen
0
Audrey Ann Cipriano
Hi 1900340303544 do you have user segments on your articles? If an agent is not part of the user segment applied to your articles, Knowledge will have an error since it wouldn't be able to return anything.
If this is not the case, please contact us via Messaging so we can investigate this further for you :) Thanks!
1
Erin Rowan
Is there a reason only my team's Admins would be able to use the knowledge section of the context panel? All Agents are seeing "You don't have access". When I look in Admin Center > Workspaces > Context Panel, all checkboxes are clicked for "Knowledge" and I don't know how else to give my Agents access.
0
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