About Knowledge in Agent Workspace

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  • 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.

  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Erin Rowan 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!


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